2nd Line Engineer

2nd Line Engineer | Bristol

Salary: £32-37k
Location: Bristol (Hybrid)
Type: Full-time, permanent

About the Opportunity

We are recruiting on behalf of an established Bristol-based managed service provider with a reputation for strong engineering discipline and high-quality service. They are looking for a 2nd Line Engineer to join their team.

If you want a role where you are more than a "ticket-closer", and where you can be a mentor and a key contributor to technical processes, this could be the move for you.

The Role

As a Tier-2 escalation engineer, you will own the resolution of complex issues that go beyond the initial support desk. You will work within a modern tech stack (Microsoft 365, Azure, Intune and high-level networking) supporting a diverse SME customer base.

Key responsibilities include:

• Technical Escalations: Resolving complex issues across M365 (Exchange, SharePoint, Teams), Intune and Entra ID.
• Infrastructure & Networking: Troubleshooting firewall rules, VPNs, VLANs and hybrid identity setups.
• Mentorship: Supporting 1st line and apprentice engineers through pair-troubleshooting and knowledge transfer.
• Continuous Improvement: Identifying recurring ticket patterns and authoring runbooks to improve team efficiency.

About You

The company hires based on the GWC principle: you Get the role, you Want it, and you have the Capacity to deliver.

• Experience: 2+ years in an MSP 2nd line role or a senior in-house IT support position.
• M365 Knowledge: Proficient in admin tasks. Certifications such as MS-900 are expected, while MS-102 or endpoint admin certifications are highly preferred.
• Networking: Solid understanding of DNS, DHCP and firewalls. Experience with Aruba, Ubiquiti or DrayTek is a plus.
• Tooling: Familiarity with PSA/RMM tools such as HaloPSA and Datto, or equivalents like ConnectWise or NinjaOne.
• Communication: Calm, clear and professional written communication skills.

How to Apply

Send your CV to through and we will be in touch to discuss the role in more detail. All applications are treated in confidence.