3rd Line Support jobs

P BRADSHAW | CAREERS

Experienced IT Support Engineer – 2nd / 3rd Line

Salary: £32,000 – £39,000 per annum, depending on experience

Location: Burscough, Lancashire | Full-time, permanent

Office-based, with visits to customer sites

A bit about P Bradshaw

P Bradshaw is an established, independent business providing IT support and technical services to organisations throughout the UK.

Based in Burscough, Lancashire, we work with businesses of all sizes across a broad range of industries. From everyday IT support to complex infrastructure projects, our job is to keep our customers’ technology working reliably and help them get the most out of it.

Alongside our Managed IT Services division, we have an electrical contracting team specialising in commercial installations, networking infrastructure, structured cabling and related technologies.

We’re a relatively small team, and that’s something we’re proud of. Our customers know us, we know their businesses, and we believe that good IT support is about more than simply closing tickets.

We’re now looking for an experienced IT Support Engineer to join our team.

What the job involves

This isn’t a position where you’ll be answering the same handful of support calls every day.

You’ll be working across a wide variety of customer environments, supporting everything from individual workstations and Microsoft 365 to servers, networks and cloud infrastructure.

Some days you’ll be resolving technical issues remotely from our Burscough office. Other days you might be visiting a customer, installing new equipment, troubleshooting a network or helping deliver a larger IT project.

You’ll have responsibility for your own workload and be trusted to see issues through properly, keeping customers informed along the way.

Your day-to-day responsibilities will include:

· Providing remote and onsite technical support to business customers.

· Investigating and resolving 1st, 2nd and 3rd line IT issues, escalating or collaborating with colleagues where appropriate.

· Supporting Microsoft 365, Azure, Windows Server and on-premise infrastructure.

· Installing, configuring and maintaining PCs, laptops, servers and network equipment.

· Troubleshooting networking, wireless connectivity, firewalls and VPNs.

· Assisting with IT projects, including migrations, upgrades, new installations and hardware replacements.

· Managing support tickets and providing clear, professional communication to customers.

· Maintaining accurate technical documentation and customer system records.

· Helping customers maintain secure, reliable and well-managed IT systems.

We want someone who enjoys finding solutions, takes ownership of their work and understands the importance of providing a genuinely good service.

The experience we’re looking for

You’ll need to have a solid technical background and previous experience supporting multiple business customers, ideally within a Managed Service Provider.

Essential experience and skills:

· At least three years’ experience in a 2nd line IT support role within an MSP environment.

· Strong knowledge of Microsoft 365, including Exchange Online, Teams and SharePoint.

· Experience administering Active Directory, Microsoft Entra ID and Windows Server.

· Good working knowledge of Windows 10 and Windows 11.

· Practical experience supporting business networks, including TCP/IP, DNS, DHCP, switches, wireless networks and firewalls.

· Experience diagnosing hardware, software and connectivity problems.

· Familiarity with backup systems, endpoint security and software updates.

· Ability to manage multiple support requests and prioritise effectively.

· Good written and verbal communication skills, particularly when explaining technical issues to non-technical customers.

· A full UK driving licence and access to a car.

Additional experience we’d welcome:

· Microsoft Azure infrastructure and virtual machines.

· Microsoft Intune and device management.

· Microsoft Defender and other endpoint protection products.

· Hyper-V or VMware virtualisation.

· VoIP and hosted telephone systems.

· Apple macOS support.

· IT security best practices and Cyber Essentials.

· Experience with IT migrations, infrastructure upgrades and project delivery.

· Relevant Microsoft certifications or other industry qualifications.

You don’t need to have worked with every technology listed above. We’re more interested in someone with strong foundations, a sensible approach to troubleshooting and the willingness to learn.

What we’re looking for in a person

Technical knowledge is important, but so is how you approach the job.

We’re looking for someone who can work independently when needed, knows when to ask for help and enjoys being part of a team.

You’ll be comfortable speaking directly with customers, taking responsibility for problems and following them through to a proper resolution.

Above all, we value reliability, common sense, attention to detail and a genuine interest in IT.

Why work at P Bradshaw?

One of the advantages of joining a smaller IT company is the variety of work and the opportunity to make a real contribution.

You’ll work alongside experienced colleagues, gain exposure to different technologies and have the opportunity to get involved in projects beyond your normal day-to-day support responsibilities.

We encourage people to share ideas, improve the way we work and develop their skills. We don’t believe that every technical decision needs to pass through several layers of management.

You’ll also get to know the customers you’re supporting, rather than simply being another name on a helpdesk.

What we offer:

· Competitive salary of £32,000–£39,000, depending on experience.

· 20 days’ annual leave, plus bank holidays.

· Company pension scheme.

· Training, mentoring and opportunities to develop technical skills.

· Exposure to a broad range of business IT environments and technologies.

· Opportunities to become involved in infrastructure projects and new solutions.

· A supportive, approachable team with direct access to experienced colleagues.

· Free onsite parking.

· Reimbursement of authorised business travel expenses.

· Sick pay arrangements.

Working arrangements

This is a full-time, permanent position based at our office in Burscough, Lancashire.

The role is primarily office-based, Monday to Friday, during our normal business hours of 8:30am to 5:30pm, with occasional travel to customer sites. Most customer visits are within the North West, although we also support customers throughout the UK.

A full UK driving licence and access to your own vehicle are essential.

Interested?

If you’re an experienced IT Support Engineer looking for a varied role where your knowledge, initiative and customer service skills will be valued, we’d like to hear from you.

Please send us your CV, together with a brief introduction outlining your experience and why you’d be interested in joining P Bradshaw.

No recruitment agencies, please.

Pay: £32,000.00-£39,000.00 per year

Benefits:

• Company pension
• Free parking
• On-site parking
• Sick pay

Work Location: In person