Level 2 MSP Support Engineer

Level 2 MSP Support Engineer | Manchester | Full-time, 40 hours per week, with daily working hours scheduled as either 8 : 00 am-4 : 00 pm, 9 : 00 am-5 : 00 pm, or 10 : 00 am-6 : 00 pm | £30,000 - £35,000 per year (depending on experience and qualifications), If you're naturally a helper, enjoy assisting people with computer issues and are able to explain technical details simply, they'd like to meet you. Ultimately, you will be a person customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.,

• Providing remote and on-site IT support, swiftly troubleshooting and resolving issues for clients
• Answering support calls and emails, managing tickets, and escalating when necessary
• Acting as an escalation point for colleagues, generally L1 helpdesk colleagues
• Providing technical diagnostics and guidance with Google Workspace, Microsoft 365, Windows, Active Directory, Azure, Intune and other related technologies.
• Maintaining detailed technical documentation and contribute to knowledge bases
• Supporting cybersecurity alerts and apply best practices in client environments
• Collaborating with Level 1 and Level 3 engineers, mentoring junior staff when needed
  
  The successful candidate will have shown dedication to their professional development by achieving industry recognised qualifications such as CompTIA accreditations or Microsoft MCP / MCSE and have direct experience of working with common MSP tools and technologies, such as Autotask, Datto, ConnectWise, VMware, Azure and Microsoft 365., Proven ability to resolve 10+ diverse tickets daily in a live MSP environment, maintaining a first-time fix rate over 70%
• 3+ years of experience managing Windows desktop and server environments, including Group Policies, roaming profiles, and Active Directory for 50-250 users
• Administration experience across 20+ Microsoft 365 tenants, including Exchange Online, SharePoint, Teams, and policy deployment via Intune
• Hands-on experience managing Azure resources such as virtual networks, storage, and Azure AD for at least 5 clients
• Skilled in diagnosing networking issues across firewalls (e.g., SonicWALL, Palo Alto), routers (e.g., DrayTek), switches (e.g., Cisco, HP), and access points (e.g., Ubiquiti, Meraki)
• Experience implementing cybersecurity measures, including MFA, EDR / AV tools, RMM vulnerability monitoring, and Cyber Essentials remediation
• 2+ years using PSA and RMM tools such as Autotask, ConnectWise, or Datto, with effective queue and escalation management
• Participation in 10+ structured IT projects (e.g., migrations, firewall / Wi-Fi / server upgrades), with responsibility for technical delivery and documentation
• Maintains accurate, auditable client documentation using systems like IT Glue or Hudu, including SOPs and handover notes
• Minimum 5 years of IT support experience, including 2+ years in a Level 2 MSP role, demonstrating increasing technical autonomy
Please note : proficiency in the above areas will be assessed as part of the selection process. Personal Attributes Required
• Self-motivated and organised, able to manage competing service desk and field priorities
• Results-driven, regularly resolving 10+ tickets or escalations per day
• Professional in appearance, attitude, and communication
• Detail-oriented, with strong documentation habits
• Excellent communication and customer service skills in time-critical environments
• Full UK driving licence and own vehicle (essential for client site visits)
• Collaborative team player, able to support Level 1 and Level 3 engineers and mentor junior staff when needed
  
  They are a leading MSP with expertise in the field of supporting science-based businesses, with teams based at many of the leading scientific hubs in the country.
  
  Opportunity to move into a Level 3 role within 6-12 months
• Flexible working after probation
• Training and certification support
• Supportive and friendly team culture
• Company pension scheme
• Mobile allowance
• Free car parking at our Manchester office
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