2nd Line Support EngineerNorwich Outskirts£28-34k DOECloudScope is recruiting on behalf of a small, well-established, and growing Managed Service Provider (MSP) based on the outskirts of Norwich. This company provides IT and software solutions to SMEs, delivering high-quality support and innovative technology solutions to their clients.Are you a highly skilled IT professional with a passion for problem-solving and a knack for mentoring? We're seeking a dedicated Second Line Support Engineer to join their expanding teamThis role offers a diverse range of responsibilities, including resolving customer IT support tickets via phone and email, contributing to internal and customer projects, and working both in the office and on-site. Excellent communication skills are a must, as you will be updating customers and colleagues on ticket status. What You’ll Do: Act as the escalation point for first-line engineers Diagnose desktop and network connectivity problems Troubleshoot remotely and in person Mentor junior staff Configure new hardware Monitor the ticketing system and update documentation Participate in an on-call rota Technical Expertise: We need someone experienced with: Operating Systems: Windows OS, Windows Server (macOS and Linux familiarity is a plus) Networking: Strong understanding of TCP/IP networking (Firewalls, VPN, DNS, DHCP) Virtualization: Hyper-V and Azure Microsoft 365 Administration: Entra, Intune, Exchange, SharePoint Active Directory and GPOs Bonus points for experience with: IP Telephony systems Scripting/automation Security products and cybersecurity standards Microsoft licensing models Essential Attributes: We value: Excellent communication and teamwork skills Passion for IT and problem-solving Willingness to learn and develop Ability to travel when required Enthusiasm and a proactive "can-do" attitude Desirable Skills: (Not required, but advantageous) Structured network cabling Website hosting and domain names Public DNS management IP-based CCTV systems A relevant degree Qualifications: GCSEs in IT, English, and Maths (grade 4/C or above) Full, clean driving licence Ability to pass an advanced DBS check Compensation & Benefits: Salary: £28,000 - £34,000 (depending on experience) Perks & Benefits: Birthday day off Annual bonus potential (after probation) Additional holiday (after probation) Long-service bonus (after 5 years) Private medical healthcare (after probation) Death-in-service benefits (after probation)