Second Line Support Engineer in Hereford, Herefordshire

Ready for your next step in IT support? A leading MSP is looking for a capable and customer-focused Second Line Support Engineer to join a growing team.  This is an opportunity to take ownership of more complex technical challenges, work with a broad modern MSP toolset, and make a visible difference to the customers the team supports.

The Opportunity

You will be a key escalation point for the Service Desk, resolving incidents that require deeper technical knowledge while helping to improve service quality, documentation and preventative support.  You will work across customer environments, collaborate closely with first and third-line colleagues, and gain exposure to a varied mix of cloud, infrastructure, security and backup technologies.

HYBRID WORKING ARRANGEMENT

You will be expected to provide in-person cover on Monday, Wednesday and Friday mornings from 8:30 am to 12:00 noon.  The remainder of the role can be worked remotely, subject to customer and operational requirements.  Occasional travel to customer sites will also be required.

What you will be doing

- Own and resolve escalated incidents from the First Line Support team in line with agreed SLAs.
- Troubleshoot hardware, software, networking, identity, Microsoft 365 and cloud-service issues.
- Carry out root-cause analysis for recurring problems and implement practical, lasting fixes.
- Provide clear, professional updates to customers and deliver an excellent support experience.
- Support Windows endpoints and servers, Active Directory, Microsoft Entra ID, Microsoft 365, networking equipment and security services.
- Complete installations, upgrades, maintenance and project work across customer environments.
- Maintain accurate ticket notes, technical documentation and knowledge-base articles.
- Proactively monitor customer systems, identify risks and take preventative action.
- Collaborate with first and third-line colleagues, share knowledge and support team development.
- Provide remote support and attend customer site visits occasionally when required, including participation in cross-functional and ad-hoc projects.

The technology stack

You will work with a practical and evolving MSP platform.  Previous exposure to any of the following would be an added benefit, although training and development will be supported:

HaloPSA    Huntress    Mail Assure
Exclaimer    Cove Data Protection    CIPP
Microsoft 365    Microsoft Intune    Microsoft Entra ID

What we are looking for

- A full, valid UK driving licence and car is essential, as the role requires occasional travel to customer sites.
- Hands-on experience in a technical support, Service Desk or MSP environment, ideally at second-line level.
- Strong troubleshooting capability across Windows, Microsoft 365, networking, endpoint and cloud technologies.
- A structured and methodical approach to diagnosis, with strong attention to detail.
- Excellent customer service and the ability to explain technical issues clearly to users with different levels of experience.
- Good organisation and prioritisation skills, with confidence managing multiple tickets and changing priorities.
- A collaborative mindset, a willingness to share knowledge and the confidence to ask for or provide support when needed.
- A proactive attitude to learning new systems, improving processes and preventing repeat issues.

Desirable experience and qualifications

- Experience with HaloPSA, Huntress, Mail Assure, Exclaimer, Cove Data Protection or CIPP.
- Experience supporting Microsoft 365, Microsoft Intune, Microsoft Entra ID, Windows Server and Active Directory.
- Knowledge of routers, switches, firewalls and common business networking concepts.
- Relevant certifications such as CompTIA A+, Network+, ITIL Foundation or Microsoft role-based certifications.  Certifications are desirable rather than essential.

Why join this opportunity?

- A genuine opportunity to grow your technical skills across a diverse customer base and technology stack.
- A hybrid working pattern that combines regular team contact with the flexibility of remote working.
- Professional development, knowledge sharing and opportunities for career progression.
- A supportive, collaborative culture with a strong focus on service quality and continuous improvement.
- Varied work across support, security, cloud, backup and customer improvement projects.
- Competitive salary, dependent on experience.

Bring your experience. Build what comes next.

If you enjoy solving problems, supporting customers and developing your technical capability in a fast-moving MSP environment, we would like to hear from you.