Job Description
Ready for your next step in IT support? A leading MSP is looking for a capable and customer-focused Second Line Support Engineer to join a growing team. -This is an opportunity to take ownership of more complex technical challenges, work with a broad modern MSP toolset, and make a visible difference to the customers the team supports.
The Opportunity
You will be a key escalation point for the Service Desk, resolving incidents that require deeper technical knowledge while helping to improve service quality, documentation and preventative support. -You will work across customer environments, collaborate closely with first and third-line colleagues, and gain exposure to a varied mix of cloud, infrastructure, security and backup technologies.
HYBRID WORKING ARRANGEMENT
You will be expected to provide in-person cover on Monday, Wednesday and Friday mornings from 8:30 am to 12:00 noon. -The remainder of the role can be worked remotely, subject to customer and operational requirements. -Occasional travel to customer sites will also be required.
What you will be doing
- Own and resolve escalated incidents from the First Line Support team in line with agreed SLAs.
- Troubleshoot hardware, software, networking, identity, Microsoft 365 and cloud-service issues.
- Carry out root-cause analysis for recurring problems and implement practical, lasting fixes.
- Provide clear, professional updates to customers and deliver an excellent support experience.
- Support Windows endpoints and servers, Active Directory, Microsoft Entra ID, Microsoft 365, networking equipment and security services.
- Complete installations, upgrades, maintenance and project work across customer environments.
- Maintain accurate ticket notes, technical documentation and knowledge-base articles.
- Proactively monitor customer systems, identify risks and take preventative action.
- Collaborate with first and third-line colleagues, share knowledge and support team development.
- Provide remote support and attend customer site visits occasionally when required, including participation in cross-functional and ad-hoc projects.
The technology stack
You will work with a practical and evolving MSP platform. -Previous exposure to any of the following would be an added benefit, although training and development will be supported:
HaloPSA - -Huntress - -Mail Assure
Exclaimer - -Cove Data Protection - -CIPP
Microsoft 365 - -Microsoft Intune - -Microsoft Entra ID
What we are looking for
- A full, valid UK driving licence and car is essential, as the role requires occasional travel to customer sites.
- Hands-on experience in a technical support, Service Desk or MSP environment, ideally at second-line level.
- Strong troubleshooting capability across Windows, Microsoft 365, networking, endpoint and cloud technologies.
- A structured and methodical approach to diagnosis, with strong attention to detail.
- Excellent customer service and the ability to explain technical issues clearly to users with different levels of experience.
- Good organisation and prioritisation skills, with confidence managing multiple tickets and changing priorities.
- A collaborative mindset, a willingness to share knowledge and the confidence to ask for or provide support when needed.
- A proactive attitude to learning new systems, improving processes and preventing repeat issues.
Desirable experience and qualifications
- Experience with HaloPSA, Huntress, Mail Assure, Exclaimer, Cove Data Protection or CIPP.
- Experience supporting Microsoft 365, Microsoft Intune, Microsoft Entra ID, Windows Server and Active Directory.
- Knowledge of routers, switches, firewalls and common business networking concepts.
- Relevant certifications such as CompTIA A+, Network+, ITIL Foundation or Microsoft role-based certifications. -Certifications are desirable rather than essential.
Why join this opportunity?
- A genuine opportunity to grow your technical skills across a diverse customer base and technology stack.
- A hybrid working pattern that combines regular team contact with the flexibility of remote working.
- Professional development, knowledge sharing and opportunities for career progression.
- A supportive, collaborative culture with a strong focus on service quality and continuous improvement.
- Varied work across support, security, cloud, backup and customer improvement projects.
- Competitive salary, dependent on experience.
Bring your experience. Build what comes next.
If you enjoy solving problems, supporting customers and developing your technical capability in a fast-moving MSP environment, we would like to hear from you.
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