2nd line support
Permanent - Hybrid
On behalf of a key client we are looking for a 2nd Line Engineer to join an established Bristol-based team known for its strong engineering discipline and high-quality service.
If you want a role where you aren't just a "ticket-closer" but a mentor and a key contributor to technical processes, this is for you.
The Role
As a Tier-2 escalation engineer, you will own the resolution of complex issues that go beyond the initial support desk. You'll be working within a modern tech stack (Microsoft 365, Azure, Intune, and high-level networking) to support a diverse SME customer base.
Key responsibilities include:
- Technical Escalations: Resolving complex issues across M365 (Exchange, SharePoint, Teams), Intune, and Entra ID.
- Infrastructure & Networking: Troubleshooting firewall rules, VPNs, VLANs, and hybrid identity setups.
- Mentorship: Supporting 1st line and apprentice engineers through pair-troubleshooting and knowledge transfer.
- Continuous Improvement: Identifying recurring ticket patterns and authoring runbooks to improve team efficiency.
Who You Are
- Experience: 2+ years in an MSP 2nd line role or a senior in-house IT support position.
- M365 Mastery: Proficient in admin tasks; certifications like MS-900 are expected, while MS-102 or endpoint admin certs are highly preferred.
- Networking Knowledge: Solid understanding of DNS, DHCP, and firewalls (experience with Aruba, Ubiquiti, or DrayTek is a plus).
- Tooling: Familiarity with PSA/RMM tools like HaloPSA and Datto (or equivalents like ConnectWise or NinjaOne).
- Communication: Calm, clear, and professional written communication skills.
