2nd Line IT Support Engineer

Job Title: IT Technical Support Engineer (2nd Line)
Location: Manchester (hybrid 3 days per week)
Duration: Permanent
Salary: £29,000 to £35,000 depending on experience + Bonus
Industry: IT MSP & Telecoms

Overview

If you are a motivated IT professional looking to step away from repetitive password resets and move into a role with genuine technical ownership, this is your opportunity. Perfect Path Recruitment is representing a fast-growing Managed Service Provider based in Manchester that is scaling its operations. This role is specifically designed for a 2nd-line engineer who wants to bridge the gap into 3rd-line engineering and project delivery.

Instead of just maintaining the status quo, you will actively contribute to cloud migrations, infrastructure upgrades, and modern device management rollouts. Supported by a fast-paced, collaborative team, you will get hands-on exposure to advanced cloud communication technologies, Microsoft 365, and Intune administration, making it the perfect environment to rapidly accelerate your technical expertise and career trajectory.

Key Responsibilities

Advanced Technical Support & Troubleshooting

• Provide 2nd/3rd-line support across telecom, hardware, software, cloud services, and network environments.
• Troubleshoot complex issues across Windows, macOS, mobile devices, and Microsoft 365 services.
• Resolve issues related to advanced CX platforms, telecom systems, hosted voice solutions, and mobile connectivity.

Microsoft 365 & Intune Administration

• Manage and optimise Microsoft 365 services including Exchange Online, SharePoint, Teams, and Azure AD.
• Administer Intune/Endpoint Manager for device enrolment, compliance, configuration profiles, application deployment, and Autopilot.
• Implement and maintain conditional access, identity security, and modern device management best practices.

Project Delivery & Technical Ownership

• Lead and contribute to critical IT projects such as cloud migrations, device management rollouts, infrastructure upgrades, and system improvements.
• Plan, document, and deliver project tasks, ensuring alignment with business requirements and timelines.

Network & Connectivity Support

• Configure and troubleshoot network hardware and services including routers, switches, firewalls, VPNs, and wireless networks.
• Support telecom connectivity, VoIP systems, mobile devices, and cloud-based telecom services.

Customer Support & Onboarding

• Support onboarding of new users and clients, including Microsoft 365 and telecom setup.
• Communicate clearly with clients and colleagues, ensuring timely, empathetic, and effective resolution of issues.
• Maintain accurate documentation of systems, configurations, and support activities.

Candidate Requirements

Required Qualifications & Experience

• Proven experience in an IT support or IT engineering role (specifically 2nd-line level).
• Strong hands-on experience with Microsoft 365 administration and Intune/Endpoint Manager.
• Solid understanding of telecom systems, VoIP, mobile technologies, and network infrastructure.
• Proficiency with Windows, macOS, and Linux environments.
• Experience with cloud services, hosted telecom solutions, and VPN technologies.

Preferred Qualifications (Desirable)

• Relevant certifications (e.g., CompTIA A+/Network+, Microsoft 365 Certified: Modern Desktop Administrator, or CCNA).
• Specific experience with modern CX platforms, telecom industry software, or mobile device management (MDM).
• Previous experience in a fast-paced, customer-facing IT or managed service environment.

What the Client Offers

• Competitive Salary: £29,000 – £35,000 depending on experience.
• Performance-related bonus scheme.
• Company laptop and tech setup.
• Ongoing technical training, certifications, and development.
• Genuine career progression opportunities within a rapidly growing technology business.
• Flexible hybrid working options.
• A friendly, supportive, and collaborative team culture.