2nd Line Support Engineer (Escalations / Microsoft / MSP)

Senior 2nd Line Support Engineer (Escalations / Microsoft / MSP)

40,000 - 45,000 + Training + Progression
Central London / Hybrid
Permanent Full Time

An award-winning Microsoft-focused MSP is looking for a Senior 2nd Line Support Engineer to join its growing Service Desk team.

This is more than a typical 2nd line support role. You'll act as a senior escalation point for the Service Desk - combining strong technical troubleshooting skills with excellent customer communication, ownership and commercial awareness.

You'll support a highly capable Tier 1 team, help improve service delivery standards and work closely with Service Desk leadership to ensure customers receive a first-class experience.

There are also genuine progression opportunities into Team Leadership, Service Delivery or Pre-Sales as the business continues to grow.

The Role

You'll be responsible for:

• Acting as the senior escalation point for complex support issues
• Supporting and mentoring Tier 1 Engineers
• Troubleshooting Microsoft 365, Azure and infrastructure issues
• Investigating and responding to security alerts from SOC / SIEM platforms
• Supporting Cisco Meraki networking environments
• Managing issues through to resolution with clear customer communication throughout
• Identifying recurring technical or service trends and helping improve processes
• Producing documentation and knowledge sharing material
• Working closely with Service Desk Management and senior technical teams
• Escalating to Tier 3 teams where required

Technical Environment

• Microsoft 365
• Azure
• Windows Server / Active Directory
• Cisco Meraki
• Endpoint Manager / Intune
• MFA / Security tooling
• SIEM / EDR platforms
• Hyper-V
• Windows, Mac, iPhone and Android device support

What They're Looking For

• Previous experience in a 2nd Line Support or Escalation role within an MSP environment
• Strong Microsoft technology experience
• Excellent communication and customer-facing skills
• Someone proactive, organised and calm under pressure
• Ability to prioritise multiple issues effectively
• Commercial awareness and a customer-first mindset
• A team player who enjoys mentoring and improving service standards
• Someone ambitious who wants to continue developing their career

Why Join?

• Award-winning MSP and Microsoft Solutions Partner
• Strong technical and collaborative culture
• Weekly formal training and paid certifications
• Hybrid working
• Exposure to modern cloud, security and AI technologies
• Clear progression opportunities
• Friendly, highly experienced engineering team

If you're an experienced MSP Support Engineer looking for a role where you can build credibility, influence service delivery and progress your career beyond traditional support, we'd love to hear from you.