2nd Line Support Engineer

Salary:£28-34k

Specialisms:IT Support & Cloud Roles

Job type:Permanent

Location:Norfolk

Job ref:CS954

Post Date:23.03.25

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Meet Our Recruiter

Harrison Knight

Director

07714744540

HKnight@Cloud-scope.co.uk

About the Role

2^nd Line Support Engineer
Norwich Outskirts
£28-34k DOE

CloudScope is recruiting on behalf of a small, well-established, and growing Managed Service Provider (MSP) based on the outskirts of Norwich. This company provides IT and software solutions to SMEs, delivering high-quality support and innovative technology solutions to their clients.
Are you a highly skilled IT professional with a passion for problem-solving and a knack for mentoring? We're seeking a dedicated Second Line Support Engineer to join their expanding team!
This role offers a diverse range of responsibilities, including resolving customer IT support tickets via phone and email, contributing to internal and customer projects, and working both in the office and on-site. Excellent communication skills are a must, as you will be updating customers and colleagues on ticket status.

What You’ll Do:

Act as the escalation point for first-line engineers
Diagnose desktop and network connectivity problems
Troubleshoot remotely and in person
Mentor junior staff
Configure new hardware
Monitor the ticketing system and update documentation
Participate in an on-call rota

Technical Expertise:
We need someone experienced with:

Operating Systems: Windows OS, Windows Server (macOS and Linux familiarity is a plus)
Networking: Strong understanding of TCP/IP networking (Firewalls, VPN, DNS, DHCP)
Virtualization: Hyper-V and Azure
Microsoft 365 Administration: Entra, Intune, Exchange, SharePoint
Active Directory and GPOs

Bonus points for experience with:

IP Telephony systems
Scripting/automation
Security products and cybersecurity standards
Microsoft licensing models

Essential Attributes:
We value:

Excellent communication and teamwork skills
Passion for IT and problem-solving
Willingness to learn and develop
Ability to travel when required
Enthusiasm and a proactive "can-do" attitude

Desirable Skills:
(Not required, but advantageous)

Structured network cabling
Website hosting and domain names
Public DNS management
IP-based CCTV systems
A relevant degree

Qualifications:

GCSEs in IT, English, and Maths (grade 4/C or above)
Full, clean driving licence
Ability to pass an advanced DBS check

Compensation & Benefits:

Salary: £28,000 - £34,000 (depending on experience)
Perks & Benefits:
- Birthday day off
- Annual bonus potential (after probation)
- Additional holiday (after probation)
- Long-service bonus (after 5 years)
- Private medical healthcare (after probation)
- Death-in-service benefits (after probation)

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