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, ..... full job details .....