We are seeking a skilled and motivated Level 2 IT Support Technician / Infrastructure Support Engineer to join our growing Managed Service Provider (MSP) team. The successful candidate will provide technical support and infrastructure administration across a range of customer environments, primarily focused on Microsoft Windows Server technologies, cybersecurity, backup solutions, and Microsoft 365 services.
This role is ideal for an experienced support engineer who is comfortable troubleshooting complex technical issues, managing customer infrastructure, and delivering high levels of customer service within a fast-paced MSP environment.
This is a hybrid role involving a combination of remote working, office attendance, and scheduled onsite customer visits.
Key Responsibilities
Technical Support
- Provide 2nd line technical support for customer environments across desktop, server, network, and cloud platforms
- Troubleshoot and resolve escalated incidents within agreed SLA targets
- Support both remote and onsite customer environments where required
- Manage incidents, service requests, and changes through the ticketing system
- Escalate complex issues to senior engineers when necessary
- Maintain accurate technical documentation and ticket updates
Microsoft Infrastructure Administration
Windows Server & Active Directory
- Administer and maintain Microsoft Windows Server environments
- Manage:
- Active Directory Domain Services (ADDS)
- DNS/DHCP
- File and print services
- User accounts, permissions, and group policies including mapped drives, folder access etc.
- 365 suite administration
- Troubleshoot authentication, replication, and domain-related issues
- Perform server patching, monitoring, and maintenance
Group Policy Administration
- Create, maintain, and troubleshoot Group Policy Objects (GPOs)
- Deploy security policies, printers, mapped drives, and software
- Implement endpoint and user security configurations
ADFS & Identity Services
- Support and maintain:
- Active Directory Federation Services
- Troubleshoot SSO and identity-related issues
- Support hybrid identity and Microsoft 365 integrations
Cybersecurity Responsibilities
- Assist with implementation and maintenance of cybersecurity best practices across customer environments
- Support endpoint protection and security monitoring solutions
- Assist with vulnerability remediation and security hardening
- Manage MFA, access control, and security policies
- Respond to security alerts and assist with incident response activities
- Support patch management and security compliance initiatives
Backup & Disaster Recovery
- Administer and monitor backup solutions including:
- Acronis Cyber Protect
- Datto
- Configure and maintain backup jobs
- Perform backup verification and restore testing
- Assist with disaster recovery planning and recovery procedures
- Troubleshoot backup failures and recovery issues
Print & Endpoint Management
- Administer Windows print servers and printer deployments
- Troubleshoot print queues, drivers, and connectivity issues
- Configure and deploy desktops, laptops, and endpoint devices
- Maintain accurate asset and configuration documentation
Working Arrangement
This is a hybrid role involving:
- Remote working (WFH)
- Office attendance once per week
- Scheduled onsite visits to customer locations as required
The successful candidate must be comfortable working independently from home, collaborating with colleagues in the office, and providing professional onsite support to customers.
Travel to customer sites will form part of the role; therefore, a full UK driving licence is required.
Required Skills & Experience
- Experience working within an MSP environment
- Strong knowledge of:
- Windows Server
- Active Directory (ADDS)
- Group Policy
- Microsoft 365 suite administration
- Windows desktop operating systems
- Networking fundamentals (DNS, DHCP, TCP/IP, VPN)
- Experience supporting backup platforms such as:
- Acronis Cyber Protect
- Datto
- Experience supporting cybersecurity solutions and best practices
- Excellent troubleshooting and customer service skills
- Strong written and verbal communication skills
- Ability to manage and prioritise multiple support requests effectively
- Cyber Essentials plus experience
Desirable Skills
- Experience with:
- Microsoft 365
- Microsoft Defender for Endpoint or Acronis cloud endpoint protection
- Microsoft Intune
- Virtualisation technologies
- Azure AD / Entra ID
- Powershell
Personal Attributes
- Strong problem-solving ability
- Self-motivated and proactive
- Professional and customer-focused approach
- Ability to work independently and within a team
- Strong organisational and time management skills
- Comfortable working in a fast-paced MSP environment
- Ability to help out with level one tickets when required
What We Offer
- Hybrid working environment
- Exposure to a wide range of technologies and customer environments
- Opportunities for training and certification
- Career progression within infrastructure, cloud, and cybersecurity
- Supportive and collaborative team environment
Competitive salary and benefits package
Job Type: Full-time
Pay: £30,000.00-£33,000.00 per year
Benefits:
Education:
- A-Level or equivalent (preferred)
Experience:
- Technical support: 2 years (preferred)
- Customer service: 2 years (preferred)
Work Location: Hybrid remote in Warrington WA5 7XR
