2nd Line Service Desk Support Engineer
2nd Line Support Engineer – Solve the problems others can’t.
£38,000 – £42,200 | Paddington, London (Hybrid – 3 days onsite)
Some engineers enjoy closing tickets.
Others enjoy figuring things out.
You’re the person people turn to when the problem hasn’t been solved the first time. When the issue needs deeper troubleshooting. When the fix isn’t obvious.
This role is built for that kind of engineer.
You’ll step in where 1st line leaves off, working across Microsoft technologies and infrastructure to resolve the more complex issues, the ones that require curiosity, persistence, and a proper technical mindset.
What’s in it for you?
- Salary: £38,000 – £42,200
- Location: Paddington, London (3 days in the office, 2 from home)
- Role: Genuine 2nd line support with real technical depth
- Environment: Microsoft 365, Windows Server and modern endpoint technologies
- Impact: You’ll be the escalation point when problems need solving properly
- Team: Collaborative IT function where knowledge-sharing is encouraged
What you’ll be doing
- Taking ownership of technical issues escalated from the 1st line team
- Troubleshooting more complex problems across Microsoft environments
- Investigating root causes rather than applying quick fixes
- Supporting users across desktop, infrastructure and cloud technologies
- Working closely with colleagues across the wider IT team to resolve issues efficiently
- Documenting solutions and helping improve knowledge across the support function
- Getting involved in wider technical initiatives and improvement projects
What you’ll bring
- Experience in a 1st / 2nd line IT support role, ideally in a Microsoft environment
- Strong troubleshooting skills across M365, Windows Server and desktop technologies
- The ability to dig into problems and see them through to resolution
- Confidence explaining technical issues to non-technical users
- A collaborative approach to working with colleagues across IT
- Someone who enjoys learning and improving how things work
This role suits someone who enjoys getting stuck into technical problems and being the person who turns frustration into solutions.
If you like understanding why something broke, not just that it broke, you’ll feel right at home here.
Interested?
Send your CV to bob . bath@ mexasolutions . com and let’s have a confidential chat.