2nd Line Service Desk Engineer. LilyLifestyle

2x Service Desk Engineer (2nd Line) London - £38,000 - Hybrid Working!

We re currently partnering with a high performing, globally recognised Managed Service Provider to recruit two experienced 2nd Line Service Desk Engineers. This is a fantastic opportunity to join a business known for delivering premium IT services and building long-term client partnerships.

If you thrive in a fast-paced MSP environment and enjoy combining remote support with client facing work, this could be a great fit.

As a 2nd Line Service Desk Engineer, you ll play a key role within a busy Service Delivery team, providing both remote and on-site support to a wide client base.

You ll be responsible for resolving escalated issues, maintaining high service standards, and contributing to continuous improvement across client environments.

• Resolve 2nd line and escalated IT support tickets within SLA
• Troubleshoot issues across infrastructure, cloud, and end-user environments
• Provide on‑site support during scheduled client visits
• Monitor and resolve alerts from system monitoring tools (NOC tickets)
• Communicate effectively with end-users and stakeholders throughout ticket lifecycle
• Maintain accurate documentation and update knowledge base articles
• Identify recurring issues and contribute to long‑term solutions
• Work closely with third‑party vendors to resolve technical issues
• Support and mentor 1st Line Engineers
• Stay up to date with emerging technologies and cyber security trends

• Minimum 2+ years experience in a 2nd Line IT Support role (ideally within an MSP)
• Strong customer‑facing and communication skills
• Experience providing face‑to‑face client support
• Solid technical experience across:
• Windows Server (On‑Prem & Azure)
• Active Directory, Group Policy, Office 365 & Share Point
• Microsoft Exchange
• Virtualisation (Hyper‑V, VMware, WVD)
• Backup & Disaster Recovery solutions
• Cyber Security (MFA, EDR, AV, Incident Response)
• Networking (TCP/IP, DNS, DHCP, LAN/WAN)
• Windows & macOS environments
• Experience supporting mobile devices
• Strong troubleshooting and problem‑solving ability
• Passion for learning and gaining certifications

• Join a top‑tier MSP with a strong industry reputation
• Exposure to a wide variety of technologies and client environments
• Clear opportunities for training, certifications, and progression
• Hybrid working model with a mix of office, remote, and client interaction
• Supportive, collaborative team culture

The client is looking to fill this opportunity immediately, so please apply ASAP or feel free to drop me an email with any questions to . com.

SER-IN