About

WSR are looking for a 2nd Line IT Support Engineer to join the team of our MSP client based in Leeds. Salary: £32K - £35K Role Type: Permanent Do you thrive in fast-paced environments where no two days are the same? We're looking for an experienced 2nd Line IT Support Engineer to deliver exceptional Tier 1 and Tier 2 support directly to our clients. Our client is a growing Managed Service Provider, seeking a skilled IT Support Engineer with proven 2nd Line support experience to join their dynamic technical team. This is an excellent opportunity for an engineer passionate about delivering high-quality support across diverse client environments. Key Responsibilities Deliver professional Tier 1 and Tier 2 technical support, resolving end-user queries via remote tools or on-site visitsTake full ownership of incidents and service requests, ensuring resolution within defined SLAsManage an active ticket queue, documenting troubleshooting steps, updates, and current statusesMaintain accurate client documentation through established change processesCreate and update internal knowledge base articles to support both engineering teams and clientsAssess client IT systems and recommend performance or security improvementsProactively manage and maintain client systems including Microsoft Exchange, Active Directory, cloud storage, disaster recovery, and VoIP platformsAdvise clients on hardware solutions including laptops, Wi-Fi access points, storage devices and moreLiaise with third-party vendors to escalate and resolve hardware/software issuesInstall, configure and repair hardware, software, and peripheral equipment in line with specificationsMaintain and upgrade networking hardware, including installing new units and implementing required modificationsResearch emerging technologies and contribute to client infrastructure upgrades