2nd Line Support Engineer

2nd Line Support Engineer
Norwich Outskirts
£28-34k DOE

CloudScope is recruiting on behalf of a small, well-established, and growing Managed Service Provider (MSP) based on the outskirts of Norwich. This company provides IT and software solutions to SMEs, delivering high-quality support and innovative technology solutions to their clients.
Are you a highly skilled IT professional with a passion for problem-solving and a knack for mentoring? We're seeking a dedicated Second Line Support Engineer to join their expanding team!
This role offers a diverse range of responsibilities, including resolving customer IT support tickets via phone and email, contributing to internal and customer projects, and working both in the office and on-site. Excellent communication skills are a must, as you will be updating customers and colleagues on ticket status.

What You’ll Do:

• Act as the escalation point for first-line engineers
• Diagnose desktop and network connectivity problems
• Troubleshoot remotely and in person
• Mentor junior staff
• Configure new hardware
• Monitor the ticketing system and update documentation
• Participate in an on-call rota

Technical Expertise:
We need someone experienced with:

• Operating Systems: Windows OS, Windows Server (macOS and Linux familiarity is a plus)
• Networking: Strong understanding of TCP/IP networking (Firewalls, VPN, DNS, DHCP)
• Virtualization: Hyper-V and Azure
• Microsoft 365 Administration: Entra, Intune, Exchange, SharePoint
• Active Directory and GPOs

Bonus points for experience with:

• IP Telephony systems
• Scripting/automation
• Security products and cybersecurity standards
• Microsoft licensing models

Essential Attributes:
We value:

• Excellent communication and teamwork skills
• Passion for IT and problem-solving
• Willingness to learn and develop
• Ability to travel when required
• Enthusiasm and a proactive "can-do" attitude

Desirable Skills:
(Not required, but advantageous)

• Structured network cabling
• Website hosting and domain names
• Public DNS management
• IP-based CCTV systems
• A relevant degree

Qualifications:

• GCSEs in IT, English, and Maths (grade 4/C or above)
• Full, clean driving licence
• Ability to pass an advanced DBS check

Compensation & Benefits:

• Salary: £28,000 - £34,000 (depending on experience)
• Perks & Benefits:
  • Birthday day off
  • Annual bonus potential (after probation)
  • Additional holiday (after probation)
  • Long-service bonus (after 5 years)
  • Private medical healthcare (after probation)
  • Death-in-service benefits (after probation)