2nd Line IT Support Engineer

2nd Line IT Support Engineer

Location: Preston (Remote with onboarding onsite)

Eligible to work in the UK: Unfortunately our client will not be able to offer sponsorship so only UK candidates applicable

MSP Experience: Must have previous work experience working with an MSP client before (ideally with Hospitality / Retail end client exposure)

Full-time | Shift-based rota

About the Role

We’re working with a growing MSP in Preston who are looking to add a strong 2nd Line Support Engineer into their service desk team. This is a busy, fast-paced environment where you’ll be supporting a range of clients and taking ownership of escalated issues from 1st line through to resolution or further escalation.

What You’ll Be Doing:

• Handling 2nd line support tickets, taking ownership of escalations from 1st line

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• Troubleshooting issues across Microsoft 365, Azure, Intune and Windows Server
• Supporting virtual environments (VMware or Hyper-V)
• Diagnosing and resolving network-related issues (DNS, DHCP, TCP/IP, routing)
• Managing and updating tickets clearly, ensuring SLA targets are met
• Escalating more complex issues to 3rd line where required
• Working in a high-volume service desk, balancing multiple client environments

What They’re Looking For:

• Previous experience in a 2nd Line / Service Desk role
• Ideally experience within an MSP or multi-client environment
• Strong knowledge of:
• Microsoft 365 / Office 365
• Azure & Intune
• Windows Server
• Exposure to virtualisation technologies (VMware or Hyper-V)

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• Solid understanding of networking fundamentals
• Confident troubleshooting skills and ability to work under pressure
• Strong communication skills, both technical and non-technical

Highly Desirable (Hospitality Experience):

Candidates with experience supporting hospitality or multi-site environments will stand out, particularly those with exposure to:

• EPOS / POS systems (key signal)
• PDQ / card payment terminals
• PMS systems (e.g. Oracle / Opera)
• Leisure or door access control systems
• Bedroom integrations / hotel tech environments
• Supporting multi-site estates (hotels, restaurants, pubs, leisure)

If you are interested, please do get in touch and I can arrange a call.