Service Desk Engineer (2nd Line) | South Manchester (Hybrid) | Up to £35k
A great MSP client of ours is looking for an 2nd Line Engineer who wants to own problems rather than pass them on. You’ll be the person the first line team escalates to and the one clients trust to get things fixed, whether that’s remotely or on site.
They’re a tight-knit, technically strong team supporting businesses across the North West with Microsoft 365, Azure, cybersecurity and managed infrastructure. They’re growing, and they want someone who’ll grow with them.
What you’ll be doing:
- Taking escalations from the 1st line desk and owning complex issues through to resolution
- Administering and troubleshooting Microsoft 365, including Exchange Online, Teams, SharePoint and Intune
- Managing users, groups and devices in Entra ID and Intune
- Diagnosing network issues across client sites, including DNS, DHCP, VPN and Wi-Fi
- Regular client site visits for hands-on support, hardware deployments and building relationships
- Supporting and upskilling L1 engineers so escalations get better over time
- Keeping documentation, knowledge base articles and asset records accurate
- Escalating to L3 with clear, thorough handover notes when needed
You’ll need:
- Solid experience in a second line support role, or a strong first line engineer ready to step up
- Hands-on experience with Intune and Entra ID
- A good grasp of networking (TCP/IP, DNS, DHCP, VPN)
- Confidence dealing with clients on the phone, in writing and face to face
- A full UK driving licence and your own vehicle (essential, as site visits are regular)
- MSP experience and comfort working across multiple client environments
- RMM and PSA tools such as HaloPSA, ConnectWise Automate or TacticalRMM
- Endpoint security tools such as Huntress or Defender for Business
- PowerShell scripting
- Microsoft or CompTIA certifications
What’s on offer:
Up to £35k depending on experience, hybrid working with 3 days in the office and 2 from home, exposure to a wide range of technologies across a varied client base and a supportive, hands-on management team with genuine progression towards 3rd line.
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