We’re recruiting on behalf of a growing Managed Services Provider looking for an experienced Senior 2nd Line Support Engineer to join their operations team.
Reporting to the Operations Manager, you’ll be responsible for managing and resolving complex technical incidents, supporting major incident management, and assisting with customer project delivery. You’ll also act as a technical escalation point, while mentoring service desk engineers and supporting the development of junior team members.
Key Responsibilities
- Manage and resolve complex incidents and escalations from the Service Desk
- Diagnose issues across server, network, and cloud environments
- Provide clear customer communication and updates
- Support major incident management and technical projects
- Create knowledge base articles and best practice guides
- Mentor and coach service desk engineers and apprentices
- Identify recurring issues and support problem management
Skills & Experience
- Strong experience supporting on-premise and/or cloud infrastructure
- Background working within a Managed Services Provider (MSP) environment
- Expertise in Microsoft 365, Exchange, networking, and security technologies
- Experience with virtualisation and server environments
- Strong troubleshooting, communication, and customer service skills
- Ability to manage multiple priorities in a fast-paced environment
Qualifications
- At least one Microsoft certification (e.g. AZ-305, SC-100, MS-102, MD-102, AZ-800)
- Full UK driving licence required
- Additional certifications such as Cisco CCNP are advantageous
This is a great opportunity for a senior support engineer who enjoys solving complex technical challenges while mentoring others in a collaborative MSP environment.
Role summary
CONTRACT TYPE
Permanent
LOCATION
Newcastle
SALARY
£40,000 p.a.
SPECIALISM
Cloud & Infrastructure
JOB REF
984