2nd Line Engineer

About the Business

A fast-growing managed service provider based in Hertfordshire, delivering managed IT services, cloud solutions, and cyber security support to a diverse portfolio of clients. Known for strong technical capability and a collaborative team culture, with clear progression pathways for staff.

About the Role

We're looking for an experienced 2nd Line Support Engineer to join a busy Service Desk team, providing advanced technical support and resolving escalated issues from 1st Line engineers. The role spans Microsoft 365, Azure, Windows Server environments, virtualisation platforms, networking, and endpoint support. This is a strong fit for someone who thrives in a fast-paced MSP environment and wants to progress into 3rd Line support.

What You'll Be Doing

• Providing 2nd Line technical support, handling escalated tickets from 1st Line engineers
• Troubleshooting and resolving issues across Microsoft 365/Office 365, Azure, Intune, and Windows Server environments
• Supporting and maintaining virtualisation platforms (VMware or Hyper-V)
• Providing endpoint support for desktops, laptops, and mobile devices
• Assisting with networking troubleshooting including TCP/IP, DNS, DHCP, and routing
• Maintaining clear, accurate, and up-to-date ticket documentation
• Ensuring SLA targets are consistently met
• Escalati...