2nd Line IT Support Engineer - Peterborough

Based from their Peterborough office, with regular travel to customer sites including Heathrow, this role will primarily support a key strategic client while also assisting across the wider managed services customer base. The successful candidate will play an important role in delivering high-quality support services, maintaining strong client relationships, and contributing to ongoing service improvements within a fast-paced MSP environment., As an IT Support Engineer, you will provide both remote and onsite technical support across a variety of customer environments. You will be responsible for diagnosing and resolving escalated technical issues, supporting infrastructure and cloud technologies, and ensuring excellent customer service delivery at all times.

This role would suit someone with previous MSP or service desk experience who enjoys working across multiple technologies and building strong client relationships., Provide 2nd line technical support across customer environments
Resolve escalated incidents from the 1st line support team
Deliver both remote and onsite support where required
Troubleshoot issues across systems, networks, infrastructure, and applications
Manage and update tickets through the service desk platform
Ensure tickets are progressed within agreed SLAs
Escalate complex technical issues to senior engineers where necessary
Attend customer sites to deliver onsite technical support
Create and maintain technical documentation and knowledge base articles
Monitor infrastructure alerts through RMM and monitoring platforms
Support ongoing service improvement and automation initiatives
Promote IT security best practices across customer environments
Build strong working relationships with customers and stakeholdersTechnologies

You will gain exposure to a broad range of technologies including:

Microsoft Technologies

Microsoft 365
Exchange Online
SharePoint
Microsoft Teams
Entra ID / Azure Active Directory
Intune / Endpoint Management
Windows 10 & Windows 11
Windows Server
Microsoft DefenderCloud & Infrastructure

Microsoft Azure
VMware & Hyper-V
Backup & Disaster Recovery solutions
Identity & Access ManagementNetworking

Cisco Meraki
Firewalls
VPN connectivity
Network troubleshootingSupport Tools

RMM platforms
Service desk systems
Remote support tools
Monitoring & alerting systemsSkills & Experience Required

Minimum 2 years' experience within an IT support, MSP, or service desk environment
Strong troubleshooting and diagnostic skills
Experience supporting Microsoft 365 environments
Good understanding of networking technologies
Experience using ticketing and remote support systems
Excellent communication and customer service skills
Strong organisational and prioritisation abilities
Full UK driving licence
Willingness to travel to customer sites when requiredCertifications

Essential

Microsoft Associate Certification (MD-102 or MS-102) or equivalentDesirable, Cisco Meraki certificationsIf you are an experienced 2nd line IT support engineer looking to step into a delivery-focused role with strong career development opportunities, we would love to hear from you.

Principal IT are currently working with a leading Managed Service Provider who are looking to recruit an experienced IT Support Engineer to join their growing technical team. This is an excellent opportunity for a customer-focused engineer who enjoys a mix of remote support, onsite work, and hands-on troubleshooting across a broad range of modern technologies.