2nd Line Support Engineer

Our client, a leading Managed Service Provider, delivers a wide range of tailored IT solutions to an ever-growing client base. Recognised for excellence, they’ve been ranked among, top 25 Best Small Companies to Work for in London, top 75 Best Small Companies to Work for in the UK, top 50 Best Tech Companies to Work for in the UK and they also hold an Investors in People Gold accreditation.

They are looking for a skilled and customer focused 2nd line support engineer, to join their expanding service desk team, to take a key role in managing and resolving technical issues while proactively contributing to service improvement and effective problem management.

Key Responsibilities

* Provide high-quality 2nd line support across a wide range of IT systems and applications.

* Deliver professional, customer-focused service throughout the full ticket lifecycle.

* Record and classify all incidents, requests, and problems with detailed accuracy.

* Monitor and track ticket progress, keeping customers updated in line with SLA commitments.

* Troubleshoot and resolve issues involving Microsoft 365, Windows Server, networking, and endpoints.

* Liaise with third-party suppliers where necessary for escalations.

* Attend client sites to provide on-site support when requested by your line manager.

Essential Experience

* 2–3 years’ experience in a 1st or 2nd line IT support role.

* MSP experience preferred.

* Experience working within an ITIL-based support environment.

* Strong knowledge of:

*

* Microsoft Windows Server 2016–2022

* Microsoft 365 (Exchange Online, SharePoint, OneDrive, Teams)

* Active Directory

* Windows 10 & 11 OS Support

* Apple OS & macOS Support

* Microsoft Office Suite

* Backup technologies such as DATTO and Acronis

* Endpoint support (laptops, desktops, thin clients)

Essential Certifications

At least one of the following:

* MS-900 – Microsoft 365 Fundamentals

* AZ-900 – Microsoft Azure Fundamentals

* SC-900 – Microsoft Security, Compliance, and Identity Fundamentals

The Ideal Candidate

* Highly motivated with a 'can do' attitude

* Exceptional attention to detail

* Strong verbal and written communication skills

* Proven ability to deliver high-quality client service

* Works well under pressure and adaptable to change

* Excellent telephone and customer handling manner

* Willing to work flexibly as required