SER Limited
2nd Line IT Support Engineer
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2nd Line IT Support Engineer
Location: Pool, Cornwall
Salary: £30,000 - £35,000 subject to experience
Are you an experienced 2nd Line IT Support Engineer looking for your next challenge within a growing Managed Service Provider? We're looking for a proactive and customer-focused IT professional who enjoys solving technical issues, building relationships with clients, and developing their technical skills.
This is an excellent opportunity to join a close-knit technical team where you'll work across a varied client base, supporting a range of Microsoft technologies while gaining exposure to projects and infrastructure work.
The Role
As a 2nd Line IT Support Engineer, you'll be responsible for providing remote and onsite support to business clients, acting as an escalation point for 1st Line Engineers and ensuring incidents are resolved efficiently whilst maintaining exceptional customer service.
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Key Responsibilities
- Provide 2nd Line technical support via phone, email and remote tools.
- Troubleshoot hardware, software, networking and Microsoft 365 issues.
- Escalate complex technical issues where required whilst maintaining ownership.
- Support Windows Server environments and Active Directory.
- Administer Microsoft 365, Exchange Online, SharePoint and Teams.
- Configure and support networking equipment, firewalls and Wi-Fi solutions.
- Assist with installations, migrations and IT infrastructure projects.
- Produce and maintain technical documentation.
- Deliver excellent customer service and communicate effectively with end users.
Skills & Experience
- Previous experience working within a Managed Service Provider (MSP).
- Strong knowledge of Microsoft Windows desktop and server environments.
- Experience supporting Microsoft 365, Exchange Online and Azure Active Directory.
- Good understanding of Active Directory, Group Policy and DNS/DHCP.
- Networking knowledge including TCP/IP, VPNs, switches and firewalls.
- Experience with virtualisation technologies such as Hyper-V or VMware is desirable.
- Excellent troubleshooting and problem-solving skills.
- Strong communication skills with a customer-first approach.
- Full UK Driving Licence.
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What's on Offer
- 31 Days holiday per year (including bank holidays)
- Time off in lieu
- Paid overtime available
- Company paid personalised training plan
- Flexibility after probation
The client is looking to fill this opportunity immediately, so please apply ASAP or feel free to drop me an email with any questions to owen@serlimited.com.
SER-IN
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