L2 Support Technician / IT Support Engineer

We are looking for an experiencedL1/L2 IT Support Engineerto join our growing MSP team.

This is a hands-on support role working across multiple customer environments. You will provide technical support viaphone, email, WhatsApp and remote support tools, taking ownership of issues from initial contact through to resolution.

The role would suit someone who is comfortable working in a busy MSP environment, can manage several issues at once and has the technical confidence to troubleshoot beyond basic first-line support.

Key Responsibilities

• Provide Level 1 and Level 2 technical support to MSP customers.
• Support users via phone, email, WhatsApp and remote support tools.
• Troubleshoot Microsoft 365, Windows, email, user account, application and connectivity issues.
• Support and troubleshootAzure Virtual Desktop (AVD) environments.
• Manage multiple tickets and customer requests at the same time.
• Keep customers updated and maintain clear ticket notes.
• Assist with user onboarding and offboarding.
• Manage permissions, accounts and general Microsoft 365 administration.
• Diagnose issues before escalating to senior engineers where required.
• Support the wider IT team with customer projects, changes and recurring technical issues.
• Provide on-call or out-of-hours support when required.

What We're Looking For

• Previous experience working in anMSP, IT support company or busy service desk environment .
• Strong Level 1 support skills with experience handling Level 2 issues.
• Good knowledge of Microsoft 365 and Windows environments.
• Strong troubleshooting and problem-solving skills.
• Ability to manage multiple tasks and priorities.
• Confident speaking to customers over the phone.
• Organised, reliable and able to take ownership of technical issues.
• Willingness to participate in on-call support when required.

Experience with any of the following would be beneficial:

• Exchange Online
• SharePoint and OneDrive
• Active Directory
• VPNs and networking
• Firewalls
• RMM tools
• Supporting remote users

About the Role

You will be joining a growing technical team supporting a range of business customers.

This is not a scripted call-centre helpdesk role. We are looking for someone who can investigate problems properly, take responsibility for customer issues and work efficiently in a fast-paced MSP environment.

The successful candidate will be expected to work from our office nearManchester Airport.