2nd Line Engineer

Job Title: 2nd Line Engineer – Service Desk (MSP)

Location: Fully Remote

Rate: Up to £220 per day (Outside IR35)

Duration: Initial 3 months

Our client, a leading MSP, is seeking an experienced 2nd Line Engineer to join their busy Service Desk team. You will play a critical role in delivering excellent support for Microsoft 365 and Aruba network infrastructures across a diverse range of clients, ensuring service quality and operational stability.

What you’ll do

• Provide 2nd line technical support within a multi-client MSP environment, taking escalation tickets from the 1st line team.
• Troubleshoot and resolve M365 issues (including Exchange Online, Teams, SharePoint, OneDrive), Azure AD and other Microsoft cloud services.
• Diagnose and support Aruba network systems (wired/wireless), including configuration, connectivity issues, access points and switches.
• Manage service desk tickets using ITSM tools, maintain accurate documentation and update knowledge-base articles.
• Work collaboratively with account managers and technical teams to ensure SLA compliance, client satisfaction and continuous improvement.
• Contribute to onboarding/migration projects, system updates or client site roll-outs where required.

What we’re looking for

• Extensive service-desk/2nd line experience within an MSP environment (multi-client, high volume).
• Strong technical expertise in Microsoft 365 (admin portal, troubleshooting services, identity management)
• Hands-on experience with Aruba networking technologies (preferably Aruba wired/wireless infrastructure).
• Solid background in networks (TCP/IP, DHCP, DNS, switching, wireless) and endpoint troubleshooting.
• Excellent customer-facing skills, ability to communicate clearly with technical and non-technical users.
• A proactive, organised mindset, comfortable working remotely and autonomously in a fast-paced, dynamic MSP setting.