Advanced 2nd-Line IT Service Desk Engineer

Ekco Group; Bristol; On-site; GBP 28,000 - 38,000; Full time

Job summary

A leading cloud solution provider in England, Bristol is seeking a Level 2 Service Desk Engineer to provide advanced technical support and handle escalations from Level 1 engineers. The role requires strong troubleshooting skills and is best suited for candidates with 2–4 years of experience in an IT support role, particularly in a Managed Service Provider (MSP) environment. Opportunities for continuous learning and professional growth are available within a supportive team culture.

Benefits

Continuous learning and training programs

Career growth opportunities

Flexible working arrangements

Qualifications

• 2–4 years’ experience in an IT support technician role.
• Strong knowledge of Windows 10/11 and Microsoft 365.
• Excellent customer service and communication skills.

Responsibilities

• Provide 2nd-line support for escalated incidents.
• Diagnose and resolve hardware and software issues.
• Perform user and system administration tasks.
• Escalate unresolved issues to Level 3 or vendor support.

Skills

Windows 10/11

Windows Server

Microsoft 365

Remote Monitoring and Management (RMM) tools

Firewall support (DELL SonicWALL)

Networking fundamentals (TCP/IP, DHCP, DNS, VPN)

Customer service

Communication skills

Teamwork

Logical problem solving

Education

Relevant certifications (CompTIA+ Network+/Security+, Microsoft Associate Fundamentals, ITIL Foundation)

Tools

Veeam

Datto

Job description

A leading cloud solution provider in England, Bristol is seeking a Level 2 Service Desk Engineer to provide advanced technical support and handle escalations from Level 1 engineers. The role requires strong troubleshooting skills and is best suited for candidates with 2–4 years of experience in an IT support role, particularly in a Managed Service Provider (MSP) environment. Opportunities for continuous learning and professional growth are available within a supportive team culture.