2nd Line Support Engineer

2nd Line Support Engineer (LS030626) London, England

£32,000 - £37,000 per annum + Negotiable and dependent on experience

About the Role

We are currently seeking an experienced and motivated 2nd Line Support Engineer to join a growing Managed Service Provider (MSP) based in London. This is an excellent opportunity for a skilled IT professional looking to further develop their technical expertise within a fast‑paced and customer‑focused environment.

As a 2nd Line Support Engineer, you will be responsible for providing remote and onsite technical support to a diverse client base, troubleshooting complex IT issues, and assisting with project work and infrastructure improvements.

Key Responsibilities

• Provide 2nd line technical support to a wide range of SME and corporate clients.
• Diagnose and resolve hardware, software, networking, and Microsoft-related issues.
• Escalate and collaborate with 3rd line engineers where necessary.
• Manage and maintain support tickets, ensuring SLA targets are met.
• Support Microsoft 365 environments including Exchange Online, SharePoint, Teams, and Azure AD.
• Assist with server administration and maintenance.
• Configure and troubleshoot networking equipment including routers, switches, and firewalls.
• Participate in infrastructure projects, migrations, and system upgrades.
• Deliver excellent customer service and maintain strong client relationships.

Skills & Experience Required

• Previous experience working within a Managed Service Provider (MSP) environment.
• Strong knowledge of Microsoft 365, Windows Server, and Windows 10/11.
• Experience with Active Directory, Group Policy, DNS, DHCP, and Azure AD.
• Good understanding of networking fundamentals including TCP/IP, VPNs, VLANs, and firewalls.
• Experience supporting cloud technologies and hybrid environments.
• Familiarity with remote monitoring and management (RMM) tools and ticketing systems.
• Excellent troubleshooting and problem‑solving abilities.
• Strong communication and customer service skills.
• Full UK driving licence would be advantageous but not essential.
• Experience with Azure, Intune, and cybersecurity solutions.
• Knowledge of backup and disaster recovery technologies.
• Exposure to virtualisation technologies such as VMware or Hyper‑V.

What's on Offer?

• Competitive salary of £32,000 - £37,000 per annum.
• Career progression opportunities within a growing MSP.
• Ongoing technical training and certification support.
• Exposure to a wide range of technologies and projects.
• Supportive and collaborative team environment.
• Company pension scheme.

If you are a proactive IT professional with MSP experience and a passion for delivering exceptional technical support, we would love to hear from you.