2nd Line IT Support Analyst

Role: 2nd Line IT Support Engineer
Location: Blackburn
Salary: £30,000 - £34,500

Are you an experienced IT Support professional with strong networking skills and a passion for delivering exceptional customer service?

We're recruiting for a growing Managed Service Provider seeking a 2nd Line IT Support Engineer to join their technical support team. This is an excellent opportunity for someone who enjoys troubleshooting complex issues, supporting a varied client base, and developing their technical expertise across infrastructure, networking, and cloud technologies.

A full UK driving licence and access to a vehicle are essential, as occasional travel to customer sites will be required.

The Role

As a 2nd Line IT Support Engineer, you'll act as a key escalation point for technical issues, supporting a wide range of customers across multiple environments. You'll take ownership of incidents, service requests, and infrastructure-related issues, ensuring they are resolved efficiently and within agreed SLAs.

You'll work closely with both internal teams and clients, providing expert technical support while contributing to projects, system improvements, and ongoing service delivery.

Key Responsibilities

Act as an escalation point for 1st Line Support Engineers
Diagnose and resolve complex hardware, software, server, and network issues
Manage incidents, service requests, and problems through to resolution
Provide onsite and remote support to customers
Assist with infrastructure projects and service improvements
Support virtualised server environments and cloud-based technologies
Create and maintain technical documentation and knowledge base articles
Monitor system performance and identify opportunities for optimisation
Mentor junior team members and share technical knowledge
Maintain excellent customer communication throughout the support lifecycle

Essential Skills & Experience

Previous experience in a 2nd Line IT Support, Service Desk, or Infrastructure Support role
Strong networking knowledge, including:
Network troubleshooting
Switches, routers, and firewalls
Network patching and cable termination
TCP/IP, DNS, DHCP, and VLANs
Experience supporting Microsoft Windows Server environments
Knowledge of Microsoft 365 and Azure technologies
Experience with virtualisation technologies such as VMware or Hyper-V
Excellent troubleshooting and diagnostic skills
Strong customer-facing communication skills
Full UK driving licence and own vehicle

Desirable Skills

Microsoft, CompTIA, Cisco, or other industry certifications
Experience within an MSP environment
Exposure to cybersecurity solutions and best practices
Experience supporting backup and disaster recovery solutions

What's On Offer?

Salary of £30,000 - £34,500
Ongoing training and professional development
Industry certification support
Clear progression opportunities
Company events and team activities
Flexible working arrangements as the role develops
Eye care scheme
Supportive and collaborative team environment

The client is looking to fill this opportunity immediately, so please apply ASAP or feel free to drop me an email with any questions to . com.

SER-IN