2nd Line Support Engineer
2nd Line Support Engineer
Ashford
£28k - £32k
Managed Service Provider (MSP)
Full Driving License Required Kent-based | Client site & office travel required
Are you currently working in an MSP or service desk environment and ready to take more ownership of technical issues?
Do you enjoy troubleshooting across Microsoft 365, servers, networks, and security rather than just closing tickets?
Are you looking for a role where your technical knowledge is valued, your customer skills matter, and you can continue to develop?
If so, this could be a strong next step.
The Role
We are recruiting for a growing Managed Service Provider who are looking to add a capable and customer-focused 2nd Line Support Engineer to their technical team.
This role sits firmly at 2nd Line level, supporting a range of client environments and acting as an escalation point from 1st Line. You will work across Microsoft technologies, networking, firewalls, and endpoint management, with a mix of remote support and on-site client visits.
You will be trusted to diagnose issues thoroughly, communicate clearly with clients, and see problems through to resolution rather than passing them on.
What You Will Be Doing
- Supporting clients in a busy MSP / service desk environment
- Troubleshooting networking fundamentals including VLANs, switching, routing, and wireless
- Firewall administration and policy management
- Windows Server administration and infrastructure support
- Active Directory and Entra ID management
- Microsoft 365 administration across multiple tenants
- Managing devices using Microsoft Intune and Autopilot
- Applying Group Policy and configuration policies
- Supporting virtualised environments (Hyper-V, VMware, and Proxmox)
- Managing backups and disaster recovery solutions
- Supporting endpoint security including MFA and EDR
- Producing clear documentation and contributing to the knowledge base
- Assisting with infrastructure projects where required (such as cabling, wireless installs, and CCTV)
Project work exposure is a bonus but not essential — this role is primarily focused on strong BAU support with variety.
What We Are Looking For
- Experience working in an MSP or fast-paced service desk environment
- Solid 2nd Line troubleshooting skills across Microsoft technologies
- Good understanding of networking fundamentals and security principles
- Strong customer service skills and the ability to explain technical issues clearly
- A proactive approach to problem-solving and documentation
Additional Requirements
- Clean, full UK driving licence
- Willingness to undergo an enhanced DBS check (provided), as some clients include schools and colleges
What Is On Offer
- Commercial vehicle provided within 6 months
- Private medical insurance (after 6-month probation)
- Private dental cover (after 6-month probation)
- Long-term stability within a growing MSP
- Exposure to a wide technical stack and varied client environments