2nd Line Support

2nd Line Technical Support Engineer - MSP

Location: Shoreditch, London (Fully site-based)
Type: Full-time | Permanent
Salary: £30,000 - £38,000
Sector: Managed IT Services & Cloud Technology

About the Role

This is a hands-on, customer-facing role for a skilled 2nd Line Technical Support Engineer who thrives on solving complex technical issues in a fast-paced, service-driven environment. Based full-time at our Shoreditch office, you'll support clients across a variety of platforms and play a key part in ensuring service excellence.

Key Responsibilities

• Resolve 1st and 2nd line support tickets using RMM tools
• Troubleshoot, escalate, and resolve incidents within agreed SLAs and KPIs
• Monitor networks and provide guidance on security improvements
• Administer environments in Azure, AWS, and SharePoint
• Log all customer interactions in the support ticketing system (e.g., AutoTask/Datto)
• Collaborate with internal teams to provide timely resolutions
• Maintain strong knowledge of customer processes and business needs
• Contribute to team culture by sharing knowledge and participating in special projects

About You

• Minimum 3 years' experience in helpdesk or technical support roles
• At least 2 years' experience using RMM technologies
• Strong understanding of Microsoft environments: Windows Server OS, Hyper-V, VMware, Azure Active Directory, SharePoint
• Confident with networking technologies: LAN, WAN, TCP/IP, DNS, DHCP, VPN, VLAN, VOIP
• Experienced in security audits, firewall management, endpoint security, and infrastructure compliance
• Familiarity with SQL/MySQL, SaaS, HaaS, and hybrid cloud environments
• Azure and/or AWS certification preferred
• Enthusiastic about learning, adaptable to change, and driven by team success
• Excellent written and verbal communication skills
• Degree in a relevant field or equivalent experience

Why Join

• Be part of a growing, award-winning MSP environment
• Collaborate with a passionate team delivering innovative IT solutions
• Gain hands-on experience with cutting-edge technology and cloud systems
• Enjoy a dynamic and energetic workplace in the heart of Shoreditch
• Benefit from continuous learning and career development opportunities

Application Information

Applicants must have the right to work in the United Kingdom. By submitting your application, you consent to the processing of your data for recruitment purposes in line with our Recruiting Privacy Practices.

Apply now and take the next step in your technical support career in a vibrant Shoreditch-based role.

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