Job Description

About PC Paramedics

We're PC Paramedics -- a trusted Managed Security Service Provider with over 20 years of keeping businesses safe, secure, and supported. As the

only Microsoft and Apple Partner in the West Midlands

, we deliver expert remote and onsite IT support with a personal touch.

Our team is passionate about solving real-world tech challenges and building long-term relationships with clients. We're not just engineers -- we're problem-solvers, collaborators, and champions of great service.

What You'll Be Doing

You'll join our core technical team as a

2nd Line Support Engineer

, delivering hands-on support to our business clients across the region. This is a client-facing role where you'll be trusted to take ownership, troubleshoot complex issues, and help shape the future of our service delivery.

Your day-to-day will include:

Resolving escalated helpdesk tickets across Windows and Mac OS environments Diagnosing hardware, software, and network issues across desktops, laptops, printers, mobile devices, and peripherals Supporting Microsoft 365, Active Directory, and cloud infrastructure Configuring and maintaining VoIP systems, VPNs, and backups Collaborating with 1st Line Engineers to ensure smooth escalation and resolution Logging all actions in PSA tools for visibility and documentation Visiting client sites across the West Midlands (vehicle required) Spotting opportunities to upsell or cross-sell services that genuinely benefit our clients Building strong client relationships by understanding their business goals and tech needs

What You'll Bring

Must-haves:

3+ years' experience in a Managed Security Service Provider (MSSP) or outsourced IT environment Full UK driving licence and your own vehicle Strong troubleshooting skills across Windows and Mac OS Hands-on experience with PSA and RMM tools Ability to manage and prioritise workloads independently Excellent communication and customer service skills

Nice-to-haves:

VoIP experience Scripting or automation mindset CCTV setup/configuration experience Certifications (Microsoft, CompTIA, ITIL) Experience in preparing proposals and contracts tailored to a clients needs

What You'll Get

Competitive salary (DOE) Relaxed dress code On-site parking and mileage reimbursement Funded certifications and personal development time Regular team socials Clear career progression toward Tier 3 and specialist roles

Who You'll Be Joining

We're a close-knit, people-first team that values initiative, ownership, and a good sense of humour. You'll have real influence from day one, and the support to grow fast. We work hard, laugh often, and genuinely care about our clients and each other.

Ready to join the crew?

We can't wait to meet you.

We already work with ( and support) some fantastic recruitment companies. If you're not one of them, we kindly ask you don't reach out regarding this role.

Job Type: Full-time

Pay: 24,420.00-32,288.56 per year

Benefits:

Casual dress Company pension Free parking On-site parking
Schedule:

Monday to Friday
Application question(s):

Do you have a full UK driving license and access to a vehicle? Apple or Microsoft - why? Tell us an interesting fact about you!
Experience:

MSSP/Outsourced IT : 3 years (required)
Work Location: In person

Application deadline: 31/07/2025
Reference ID: 2nd Line Support Engineer