2nd Line IT Support Engineer - Remote Opportunity

About the Role

We are seeking a dedicated 2nd Line IT Support Engineer to join our team remotely. In this role, you will be responsible for providing exceptional technical support to a variety of clients, ensuring that issues are resolved efficiently and effectively. This is a fantastic opportunity for those looking to advance their career in IT support while working in a dynamic and fast-paced environment.

What You'll Do

• Handle 2nd line support tickets, taking ownership of escalated issues from 1st line support.
• Troubleshoot and resolve issues across Microsoft 365, Azure, Intune, and Windows Server.
• Support virtual environments using VMware or Hyper-V.
• Diagnose and resolve network-related issues including DNS, DHCP, TCP/IP, and routing.
• Manage and update support tickets clearly, ensuring SLA targets are met.
• Escalate complex issues to 3rd line support when necessary.
• Work in a high-volume service desk, balancing multiple client environments effectively.

Requirements

• Previous experience in a 2nd Line / Service Desk role.
• Experience within an MSP or multi-client environment is highly desirable.
• Strong knowledge of Microsoft 365 / Office 365, Azure & Intune, and Windows Server.
• Exposure to virtualization technologies such as VMware or Hyper-V.
• Solid understanding of networking fundamentals.
• Confident troubleshooting skills and ability to work under pressure.
• Excellent communication skills, both technical and non-technical.

Nice to Have

• Experience supporting hospitality or multi-site environments.
• Familiarity with EPOS / POS systems, PDQ / card payment terminals, and PMS systems (e.g., Oracle / Opera).
• Experience with leisure or door access control systems.
• Knowledge of bedroom integrations and hotel tech environments.
• Experience supporting multi-site estates such as hotels, restaurants, and pubs.

What We Offer

• Competitive salary ranging from £45,000 to £60,000 per year.
• Full-time remote work with flexible hours.
• Opportunity to work with a growing Managed Service Provider.
• Professional development and training opportunities.
• Supportive team environment with a focus on collaboration.