2nd Line Engineer – MSP

Salary: £35,000 - 35,000 per year

Requirements:

• Proven experience in an IT support role, covering 1st or 2nd line
• Experience working to an ITIL framework in a service desk capacity
• Working knowledge of Microsoft Windows Server 2016–2022, Microsoft 365 support for Email, SharePoint, OneDrive and Teams, Active Directory management, Windows 10 and 11 operating system support, and the Microsoft Office Suite
• Apple OS and Apple Mac support experience
• Experience with backup technologies such as DATTO and Acronis
• Laptop, desktop and thin client support experience
• MSP background preferred
• MS-900 Microsoft 365 Fundamentals Certification
• AZ-900 Microsoft Azure Fundamentals Certification
• SC-900 Microsoft Security Fundamentals Certification

Responsibilities:

• Provide a professional, customer-focused service throughout each tickets life cycle and keep customers informed of progress
• Record IT incidents, requests and problems, capturing relevant details in line with service desk standards
• Classify calls accurately and prioritise them in line with the Service Level Agreement (SLA)
• Investigate and diagnose incidents, provide first-line telephone support, and gather and analyse information to resolve hardware, software, application and network issues and restore normal service as quickly as possible
• Liaise with third-party suppliers, log tickets and act as a central point of contact
• Monitor and track incidents, requests and problems, escalating them to other resolver groups or a line manager when necessary
• Log and assign tickets and monitor workloads for other service desk team members
• Attend client sites to provide IT support as directed by a line manager
• Support the management and resolution of customers technical issues
• Proactively help improve managed services through additional client services and effective problem management

Technologies:

• Active Directory
• Azure
• Hardware
• Support
• ITIL
• Microsoft 365
• Network
• Security
• SharePoint
• Windows
• Office 365
• Cloud

More:

We are a managed service provider offering businesses tailored ongoing solutions to increase efficiency, reduce outgoings, minimise system downtime and improve performance. We are seeking a 2nd Line Engineer to join our successful team. The hybrid role involves four days in the office and one day working from home, with 7.5-hour days on a fortnightly shift pattern: 8:00am–4:30pm, 9:00am–5:30pm or 9:30am–6:00pm. The salary is £35,000. Benefits include 20 days annual leave plus bank holidays, increasing by one day after three years of continuous service up to 25 days, a birthday day off from 2025, gym membership, Vitality at Work business rewards and benefits, a Cycle to Work scheme, quarterly team events and monthly games nights with pizza and Wednesday breakfasts.

last updated 39 week of 2026