2nd Line Support Engineer

Role overview:
We are a fast-growing managed service provider with a strong track record in the ISP marketplace. We are looking for a Level 2 Service Desk Agent with broad skills in an MSP and multiple client set-up. The role involves supporting escalated issues, contributing to projects, and working closely with technical teams. It is ideal for someone ambitious, self-motivated, and comfortable in a fast-paced environment. As this is a client-facing role, strong commercial awareness, excellent communication skills, and a passion for technology are essential.

Key responsibilities:
The successful candidate will provide 2nd Line support both remotely and on-site when required. They will manage incidents, configure PCs, servers, and firewalls, perform daily system checks, and deliver both proactive and reactive technical support to clients in line with SLAs. Maintaining accurate client documentation and ensuring clear communication with customers is essential. They will also contribute to project delivery, stay up to date with emerging technologies, and assist with quoting for equipment and services when required.

The right candidate:
Candidates should have at least three years of experience within an MSP or ISP. Strong knowledge of Windows Server, including Active Directory, Group Policies, DNS, and DHCP, is required, along with experience in Microsoft Exchange, Exchange Online, and Office 365 environments. Proficiency in desktop support across Windows, Mac, and RDS Farms, and familiarity with networking protocols such as TCP/IP are expected. Experience in a service environment, particularly with SMEs, is valuable, and knowledge of CRM or ERP systems such as Oracle or Salesforce would be an advantage.

We know you may not meet every requirement. If your skills and experience differ but you believe you can bring value to the role, we would still like to hear from you.

Benefits:
We offer a competitive benefits package designed to support the wellbeing of our staff. This includes a company pension scheme, private healthcare, life assurance, income protection, annual leave starting at 25 days (plus bank holidays), and opportunities for professional development. Additional perks such as flexible wellbeing initiatives and lifestyle benefits are also available.