Role: Senior 2nd Line IT Support Engineer
Location: Horsham area (Office-based with occasional client visits)
Salary: £33,000 - £37,000 depending on experience
Job Type: Full Time
About the Role
An established and growing Managed Service Provider in the Horsham area is looking for a Senior 2nd Line IT Support Engineer to join their technical team.
This role is ideal for someone who enjoys solving complex technical issues, working across a variety of technologies, and supporting a diverse range of small and medium-sized business clients.
You will be responsible for resolving escalated support issues, mentoring junior engineers, and contributing to project work including infrastructure upgrades, cloud migrations and security improvements.
This is a hands-on technical role where strong troubleshooting ability, excellent customer service, and a proactive approach are essential.
Key Responsibilities
* Provide 2nd line technical support for infrastructure, cloud, and end-user issues
* Troubleshoot escalated incidents from the service desk
* Support Microsoft 365 environments, including administration and troubleshooting
* Manage and support Windows Server environments and Active Directory
* Assist with network troubleshooting including switches, firewalls, and VPNs
* Support backup, disaster recovery, and security solutions
* Assist with cloud migrations and infrastructure projects
* Work closely with 1st line engineers, providing guidance and escalation support
* Document solutions, procedures, and client environments
* Deliver excellent customer service to business clients
Required Skills & Experience
* 3+ years experience in an IT support or MSP environment
* Strong experience with:
* Microsoft 365 administration
* Windows Server (2016/2019/2022)
* Active Directory & Group Policy
* Azure / cloud services
* Networking fundamentals (DNS, DHCP, VPNs, VLANs)
* Experience supporting SME clients
* Strong troubleshooting and problem-solving skills
* Ability to manage multiple support tickets and priorities
* Excellent communication skills
Desirable Skills
* Experience with Azure AD / Entra ID
* Firewall administration (SonicWall, Fortinet, WatchGuard or similar)
* Backup technologies (Veeam, Datto, etc.)
* RMM / PSA tools used within managed services
* Exposure to cyber security tools or frameworks
* Microsoft certifications (MS-900, AZ-900, or similar)
What We Offer
* Salary between £33,000 - £37,000
* Supportive technical team environment
* Opportunities to work with modern cloud and security technologies
* Training and certification support
* Exposure to a wide variety of client environments
* Career progression within a growing MSP
Ideal Candidate
You will be someone who enjoys getting stuck into technical challenges, thrives in a fast-paced support environment, and takes pride in delivering high-quality IT support to business clients.
A background working within a managed service provider or multi-client support environment would be highly advantageous.