2nd Line Support Engineer

Position Overview

We are seeking a skilled and motivated 2nd Line Service Desk Engineer to join our technical team. This role is responsible for providing second-line support, managing escalations from 1st Line Engineers, and assisting with project work both remotely and on-site.

The ideal candidate will bring strong technical expertise, experience working within an MSP environment, and a customer-focused mindset.

Key Responsibilities

• Provide 2nd Line support for customer hardware and software issues.

• Troubleshoot and resolve issues escalated from the 1st Line team.

• Respond to alerts from monitoring systems to perform proactive maintenance.

• Handle incoming customer calls and create support tickets when necessary.

• Mentor and support 1st Line Engineers with escalations and queries.

• Maintain accurate documentation of client environments, systems, and procedures.

• Perform on-site visits for installations, troubleshooting, and maintenance.

• Participate in and support infrastructure projects such as:

  • System upgrades and migrations

  • Virtualisation deployments

  • Disaster recovery implementations

Essential Skills & Experience

• Strong knowledge of Windows Desktop and Server environments.

• Proven experience with Microsoft 365 and Entra ID.

• Familiarity with Intune-managed devices.

• Good understanding of networking protocols (DNS, DHCP) and hardware (routers, switches, firewalls, access points).

• Ability to troubleshoot iOS and Android mobile devices.

• Experience with RMM, NGAV, MDR, and Email Security platforms.

• Excellent communication skills with the ability to explain technical issues in a clear, user-friendly manner.

• Excellent spoken and written English.

• Full, clean UK Driving Licence with the ability to travel to client sites as needed.

• Minimum 18 months of experience in an MSP environment.

Desirable Qualifications

Formal IT certifications are not required. we value practical experience and technical capability. However, relevant qualifications (e.g., Microsoft, CompTIA, Cisco) are a plus.

Benefits

• Company pension

• Private medical and dental insurance

• Company events

• Minimal travel outside South-East London and Kent

• Career development and internal progression opportunities

Working Hours

• Schedule: Monday to Friday

• Location: Primarily office-based with travel to client sites as required

.