Information Technology Support Engineer (2nd Line)
We’re partnered with one of the fastest‑growing IT Managed Service Providers in the UK and Ireland—an organisation known for its high standards, ambitious growth plans, and commitment to technical excellence. As they continue to scale, they’re looking for a skilled and motivated 2nd Line Field Engineer to join their dynamic engineering team.
This is an opportunity to work with a broad range of technologies across multiple client environments, solving complex technical issues, supporting cloud platforms, and acting as an escalation point for junior engineers. You’ll split your time between remote support and occasional on‑site visits to clients across Galway or Limerick depending on where you are based.
The Role
You’ll provide high‑quality 2nd Line technical support to a diverse portfolio of clients, ensuring service excellence across Windows, Microsoft 365, Virtualisation, Networking, and Cloud environments. You’ll take ownership of escalated incidents, work closely with senior engineers, and continuously develop your technical skills through hands‑on work and structured training.
Key Responsibilities
Deliver 2nd Line technical support across client systems, including on‑site visits in Galway and Limerick.
Communicate clearly with clients, end users, and third parties via phone, email, and remote support tools.
Own escalated tickets, collaborating with wider engineering teams to drive timely resolution.
Participate in the out‑of‑hours emergency support rota.
Use internal Service Desk tools to manage and update tickets in line with SLA requirements.
Create and maintain high‑quality documentation for internal and client systems.
Follow ISO20000 and ISO27001‑aligned processes and procedures.
Research unfamiliar technologies and develop solutions independently.
Contribute to continuous service improvement initiatives.
Build knowledge of preferred technical stacks and support junior team members.
Undertake training required to grow your technical capability and industry knowledge.
What You’ll Bring
2+ years’ experience in a 2nd Line Engineer or MSP Field Engineer role.
Experience working within a Managed Service Provider environment.
Full UK or Irish driving licence.
Strong working knowledge across:
Windows Server
Windows Desktop OS
Active Directory & DNS
LAN/WAN/VPN (routers, switches, firewalls)
Citrix / RDS / WVD
Microsoft certifications
Backup tech knowledge (Veeam preferred)
Who You Are
Driven, adaptable, and proactive with a strong “can‑do” mindset.
Passionate about technology and delivering exceptional customer service.
Comfortable taking ownership and acting as a technical escalation point.
A natural problem‑solver who enjoys learning unfamiliar technologies.
Supportive and collaborative, keen to help develop junior team members.
Why You’ll Love It
Join a rapidly growing MSP with a strong reputation and ambitious roadmap.
Work with a wide range of modern technologies across varied client environments.
Excellent opportunities for training, certification, and career progression.
Supportive, friendly culture that values continuous development and high‑quality engineering.
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Information Technology
Industries
IT Services and IT Consulting
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