2nd Line Support Engineer

2nd Line Support Engineer A growing IT Managed Services Provider is on the lookout for a talented and customer-focused 2nd Line Support Engineer to join their team. With over a decade of experience and a reputation for outstanding service, this company supports a wide range of organisations across various industries. If you're passionate about delivering excellent technical support and enjoy working in a collaborative, people-first environment, this could be the role for you. About the Role As a key member of a small, close-knit team, you’ll be supporting clients within a 100-mile radius of the Stevenage office. This is a hands-on role that goes beyond simply closing tickets — you’ll be encouraged to understand each customer’s unique needs and help deliver tailored IT solutions. Key Responsibilities * Triaging, troubleshooting, and resolving support tickets efficiently * Responding to monitoring alerts and resolving issues proactively * Maintaining detailed, accurate ticket notes and internal documentation * Creating end-user guides and contributing to internal knowledge resources * Identifying long-term solutions to recurring problems * Collaborating with colleagues to deliver the best outcomes for clients What You'll Need * Previous experience in an MSP or support desk environment * Strong communication and customer service skills * Solid working knowledge of Windows 10 & 11 * Proficiency with Microsoft 365, including Entra AD, Exchange, SharePoint, and OneDrive * Familiarity with Active Directory user and group management * Basic networking knowledge (switches, firewalls, TCP/IP)