2nd line Support Engineer

Salary:£28,000 – £35,000

Specialisms:IT Support & Cloud Roles

Job type:Permanent

Location:Suffolk

Job ref:214146

Post Date:17.12.25

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Meet Our Recruiter

Hannah Smith

Head of Delivery

0115 6776083

Hannah.Smith@Cloud-Scope.co.uk

About the Role

2nd Line Support Engineer – MSP

Outskirts of Ipswich £28,000 – £35,000

Ready to step up your MSP career and get properly recognised for your technical ability?

CloudScope is partnering with a well-established Managed Service Provider on the outskirts of Ipswich to recruit a 2nd Line Support Engineer. This is an excellent opportunity for an experienced MSP professional who enjoys solving complex technical issues, working with a wide range of client environments, and progressing their career in a supportive, well-structured team.

This role sits at the heart of the technical support function. You’ll act as the escalation point from 1st line, taking ownership of more complex tickets while working closely with senior engineers on infrastructure projects and improvements.

You’ll be exposed to a broad technology stack across multiple clients, giving you variety, challenge, and genuine technical development — not just password resets and repetitive fixes.

In this role, you will:

Provide 2nd line technical support across multiple client environments
Troubleshoot and resolve escalated issues efficiently and professionally
Support and maintain Microsoft 365, Windows Server environments, networking, and endpoints
Manage tickets through an MSP service desk platform, ensuring clear documentation and SLAs are met
Assist with onboarding new clients, system upgrades, and infrastructure improvements
Carry out preventative maintenance and system monitoring
Support occasional on-site client visits when required
Work collaboratively with 1st and 3rd line engineers to deliver outstanding service

You’ll be joining a business that values technical quality, progression, and doing things properly, rather than firefighting 24/7.

We’re keen to speak with candidates who have:

3+ years’ experience working in an IT Managed Service Provider (MSP) environment
Strong working knowledge of Microsoft 365, Windows OS, Active Directory, and basic networking
Experience supporting servers, desktops, laptops, and mobile devices
Confidence working with ticketing systems and prioritising workloads
Excellent communication skills and a client-focused mindset
A full UK driving licence (or willingness to travel to local client sites when needed)

Apply now or contact CloudScope for a confidential conversation to find out more. This is a great opportunity to join a stable MSP where your skills will be valued and your career can genuinely progress.

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