2nd Line Support Engineer

My client is expanding and is seeking a proactive, technically strong 2nd Line Support Engineer to join their growing team. If you thrive in a fast-paced MSP environment, enjoy tackling complex technical challenges, and want exposure to a wide range of modern technologies, this role will suit you perfectly.

You’ll act as a key escalation point for technical issues across Microsoft 365, Azure, Windows Server, networking and endpoint management. You’ll work extensively with their RMM platform and cybersecurity tooling—including SentinelOne, Huntress and backup solutions-so a strong focus on security and reliability is essential.

This is a client-facing role that requires excellent troubleshooting skills, outstanding communication and a commitment to high-quality service delivery.

• Providing 2nd line remote and on-site support across multiple client environments
• Acting as an escalation point for 1st line engineers and seeing issues through to full resolution
• Monitoring, managing and remediating systems using RMM tools
• Troubleshooting issues across Microsoft 365, Azure AD, Windows Server and endpoint devices
• Supporting endpoint security, EDR platforms (SentinelOne, Huntress) and backup solutions
• Assisting with deployments, migrations and infrastructure upgrades
• Escalating complex issues to senior engineers or vendors where appropriate
• Maintaining accurate technical documentation and communicating clearly with clients
• Contributing to process improvements and best-practice initiatives

Essential:

• 3–4+ years’ experience in an MSP or multi-client IT support environment
• Strong knowledge of Microsoft 365, Intune and Azure AD
• Solid understanding of Windows Server, Active Directory and Group Policy
• Good networking fundamentals (VLANs, firewalls, VPNs, DNS, DHCP)
• Strong troubleshooting ability with a “see it through” mindset
• Excellent communication and customer-service skills
• Full UK driving licence and willingness to travel

Desirable:

• Experience with RMM and PSA tools
• Hands-on experience with SentinelOne, Huntress or similar EDR/security platforms
• Experience supporting image-based, file-level and/or cloud backups
• Understanding of Cyber Essentials and security best practice
• Certifications such as CompTIA Network+, Microsoft 365 Fundamentals or similar

You’ll be a great fit if you’re client-focused, pragmatic and genuinely passionate about technology. My client values integrity, reliability and innovation. The team is collaborative and supportive, and they’re looking for someone who remains calm under pressure, has a methodical approach to problem-solving, and brings a good sense of humour to the job.

• Remote Working
• Bonus 
• 24 days holiday + Bank Holidays + Christmas Shut Down