Tier 2 Service Engineer

About the role

Location: Chorley, North West
Full-time | £DOE per annum plus benefits (depending on experience) 

We’re looking for a Tier 2 Service Engineer to join our team.

The Tier 2 Service Engineer plays a pivotal role in resolving more complex IT issues escalated from Tier 1, while also providing advanced technical support to clients.

Working in an MSP environment, the engineer is responsible for diagnosing, troubleshooting, and resolving issues related to infrastructure, networking, servers, and business-critical applications.

This role demands deeper technical knowledge, excellent problem-solving skills, and the ability to work collaboratively with higher-tier teams, ensuring timely and effective resolutions to IT problems.

Career Path & Progression:
As a Tier 2 Service Engineer, there are opportunities to progress into more specialised roles within networking, cyber security, or cloud infrastructure. Alternatively, the role serves as a stepping stone to Tier 3 engineering or technical consultancy positions, providing the foundation to take on more strategic or project-based responsibilities.

A day in the life of a Tier 2 Service Engineer looks a little like this:

• Advanced technical support and troubleshooting including resolving escalated tickets from Tier 1, addressing more complex issues relating to servers, networking, and critical business applications.
• Incident and problem management, including taking ownership of more complex incidents and problems from initial diagnosis to full resolution.
• System maintenance and monitoring, including carrying out regular monitoring and health checks of client systems (servers, networks, backups) to ensure they remain operational.
• Assist with the implementation and migration of IT projects, including server upgrades, cloud migrations, and network improvements.
• Provide support during new client onboarding, including configuration and deployment of hardware/software.
• Ensure timely and clear communication with clients regarding ticket progress, including expected timeframes for resolution.
• Help maintain high levels of customer satisfaction by delivering top-quality support.
• Share technical knowledge with Tier 1 engineers, offering guidance and support to help improve their problem-solving skills.

Role requirements

Some essential criteria for this role includes:

• Proven experience in a technical support role, within an MSP environment.
• Extensive experience troubleshooting Microsoft Windows Server, Active Directory, Office 365, and Azure Cloud platforms.
• Hands-on experience with networking infrastructure and troubleshooting.
• Good understanding of cybersecurity practices.
• Relevant certifications (e.g., Microsoft Certified: Azure Administrator, MCSA, CompTIA Network+, Cisco CCNA, ITIL Foundation).
• Strong analytical thinking skills, able to methodically troubleshoot complex issues.
• Excellent communication skills, capable of explaining technical concepts to non-technical users.
• Strong interpersonal skills, with a collaborative approach to working with Tier 1, Tier 3, and other cross-functional teams.
• Willingness to mentor junior team members and share technical expertise.
• Familiarity with IT service management tools e.g. HaloPSA.

Here’s why you’ll love it at Netcentrix

Our vision is to be the leading sustainable Managed Services Provider (MSP) delivering world class Customer Experience (CX) and Digital Transformation solutions.

And, when it comes to support, we are always looking for new ways to help our team grow and develop. Our values allow us to nurture a supportive company culture and retain a dedicated workforce through valuing our team’s hard work, empowering each other to do our best, whilst staying humble and having compassion.

We will invest in your learning and celebrate your successes by recognising and rewarding your hard work. Some of our company benefits include:

• 25 days holiday + bank holidays + 1 volunteering day
• Your Birthday off
• Hybrid working
• Enhanced Maternity & Paternity Leave
• Employee loyalty rewards
• Accredited Investors in People organisation
• Regular company events
• Plenty of scope for progression and opportunities for training – technical and management
• Achievement celebrations & rewards
• Medical schemes and cycle-to-work initiatives
• Mental wellbeing and financial wellbeing support
• Check out our main careers page for more info on our benefits!

Netcentrix  is part of the New Technology Group – an equal opportunities employer. We are committed to equality of opportunity for all colleagues, and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. Read our recruitment privacy notice here.