2nd Line Support Engineer

Second Line Service Desk Engineer Leading Plymouth MSP £27,000 - £32,500 Depending on experience Are you a highly skilled Second Line Service Desk Engineer looking for your next challenge in a dynamic and supportive environment? We're partnering with a rapidly growing and well-established IT Managed Service Provider (MSP) based in Plymouth to find a talented individual to join their bustling Service Desk team. This is an exceptional opportunity to become a key player within a company that truly values its employees and provides outstanding IT services to a diverse range of clients. About the Role: Our client is seeking a proactive and solution-focused Second Line Service Desk Engineer to be a vital part of their busy team, handling over 2000 new support requests each month. You'll be on the front lines, resolving technical issues directly and acting as a crucial escalation point for First Line Engineers. Beyond day-to-day support, you'll also dive into exciting project work, contributing to the specification and implementation of cutting-edge infrastructure and software solutions that directly impact their clients' business needs. This role offers a fantastic blend of support and project involvement, providing ample opportunities for growth and development. This is primarily an office-based role in Plymouth, with occasional fieldwork required. If you thrive in a fast-paced environment, can collaborate effectively, and have a proven track record of achieving high results, we want to hear from you! Key Responsibilities: As a Second Line Service Desk Engineer, you'll be instrumental in: * Providing expert Second Line technical assistance to a varied client base across different industries. * Actively managing and monitoring the helpdesk, identifying and troubleshooting issues, and performing necessary repairs or upgrades. * Acting as a crucial point of escalation for First Line Service Desk Engineers, fostering their understanding and development. * Promptly escalating support issues to 3rd Line when required. * Supporting field engineers with your knowledge and expertise, including providing on-site support as needed. * Researching, scoping, and implementing a wide variety of IT projects. * Monitoring security threats and vulnerabilities, implementing robust security measures, and ensuring compliance with data security regulations. * Delivering exceptional customer service and fostering positive relationships with colleagues and clients alike. * Engaging in continuous learning and assisting in the training of new team members. What You'll Bring: To be successful in this role, you'll need: Required Experience: * A minimum of 2 years of experience working on a support desk or in a similar IT role. * Strong knowledge of Microsoft 365 (Email concepts, SharePoint, OneDrive, Azure AD). * Good understanding of Networking concepts (LAN, WAN, VLAN, WIFI, IPSEC, VPN). * Experience with onsite/offsite backup products and storage (including cloud storage). * Knowledge and experience with Windows Servers (Active Directory, DHCP, DNS, GPOs, Print Management, AD Sync). Desired Skills: * Proven ability to work under pressure and effectively manage your time on a busy helpdesk. * Prior experience working within a Managed Service Provider (MSP) environment is highly advantageous. * A full driving licence is beneficial, though access to a vehicle isn't strictly required. * Excellent customer service skills are paramount. Qualifications: * Technical qualifications such as CompTIA A would be beneficial but are not a strict requirement. Salary & Benefits: Our client offers a competitive salary and a fantastic benefits package, including: * Salary: £27,000 - £32,500 DOE * Annual Leave: 25 days, plus bank holidays, increasing by one day per year after five years of service. * Pension & Life Insurance: Workplace pension and life insurance scheme. * Healthcare: Enrolment into the company’s Vitality Healthcare Scheme. * Volunteering Day: One fully paid day per year to volunteer for a charity or local cause of your choice. * Social Events: Regular company social events. Ready to Make Your Mark? If you're a driven Second Line Service Desk Engineer looking for a rewarding role with a leading IT MSP in Plymouth, don't miss this opportunity! Apply today to take the next step in your IT career

Location: Plymouth, Devon, GB

Posted Date: 7/15/2025