2nd Line IT Engineer

Job Title: 2nd Line Engineer (End User)

Location: Bristol / Hybrid

Salary: up to £35,000

Peaple Talent have partnered with an established managed IT services provider who are looking for a 2nd Line Engineer. You’ll join a collaborative service desk team, support end users across a range of customer environments and develop your skills across Microsoft 365 and modern workplace technologies.

The Role:

• Act as an escalation point for the 1st Line team, taking ownership of more complex end-user incidents and service requests through to resolution.
• Diagnose and resolve issues across Windows 10/11, Microsoft 365 and end-user devices, supporting customers by phone, email, chat and service portal.
• Create, prioritise and progress tickets within the IT Service Management platform, maintaining accurate records and working within agreed SLAs.
• Troubleshoot user access, device enrolment and application issues, escalating to 3rd Line with clear notes and details of the checks you’ve completed.
• Spot recurring issues and contribute to Problem Management, while keeping customers updated and sharing fixes with the wider service desk team.

The Candidate:

• Previous 2nd Line IT support experience, or strong 1st Line experience with the technical ability to step up into a 2nd Line position.
• Hands-on experience supporting Microsoft 365, including Outlook, Teams, SharePoint and OneDrive, with a methodical approach to troubleshooting end-user issues.
• Good working knowledge of Windows 10/11, including device setup, configuration and troubleshooting, with exposure to Microsoft Intune.
• Familiarity with Active Directory, Entra ID and basic connectivity troubleshooting, with the ability to explain technical fixes clearly to non-technical users.

The Package:

• 25 days annual leave + employee perks scheme
• Hybrid and flexible working
• Life insurance, company pension and enhanced parental benefits
• Wellbeing package including 24/7 online GP, financial and legal support, plus eyecare vouchers
• Strong training and development opportunities, including Microsoft certifications and clear progression routes.

Interested? If you think you're right for this role, then click the 'Apply Now' button and send us your CV.