Senior I.T Support Engineer, 2nd Line

Job Title: Senior I.T Support Engineer, 2nd Line (UK)

Reporting to: Service Desk Manager

Location: London, UK (Hybrid)

Type: Full-time

Start Date: End of May/June

Salary: Competitive, based on experience

Benefits: Pension Contributions, Team Bonus, Private Health Care, Flexible Working, and more.

Right to Work in the UK: Must have the right to work and live in the UK

Company Overview

NVOY Technologies is a forward-thinking IT Managed Services Provider (MSP) delivering agile and scalable technology solutions to fast-growing businesses. Our mission is to empower customers with best-in-class IT services, ensuring a seamless, secure, and innovative digital workspace.

We specialise in supporting dynamic companies with 25 - 200+ employees, helping them scale by managing IT support and infrastructure while enhancing security and operational efficiency. Headquartered in London, our team embraces flexible and hybrid working as a core part of our culture and client offering.

Role Overview

The Senior 2nd Line IT Support Engineer plays a critical role within the Service Desk team, acting as a proactive senior escalation point and technical expert. This role is ideal for a highly skilled engineer with strong troubleshooting abilities, leadership qualities, and a commitment to delivering exceptional customer service.

You’ll lead by example, support and mentor junior team members, and contribute to the resolution of complex issues, identifying root causes of an incident and implementing long-term fixes, process improvements, and project delivery while delivering excellent customer service to both internal and external stakeholders. You will also work closely with the Service Desk Manager and serve as a key point of contact in their absence (e.g. during leave or when unavailable). This is a hands-on technical position that requires broad and deep knowledge of IT systems, networking, and cloud platforms.

Key Responsibilities

• Technical Expertise: Strong understanding of cloud and on-premises platforms, including IaaS, SaaS, networking, and virtualisation. Support and mentor 1st and 2nd line engineers, including technical guidance and skills development.
• Problem-Solving Skills: Skilled at diagnosing and fixing complex technical issues using a structured proactive approach. Identifying root causes of an incident and implementing long-term fixes. Resolving all escalations from Level 1 and 2 support teams and delivering projects for the Service Desk Manager.
• Communication and Collaboration: Excellent communication skills for working with both internal teams and external customers. Able to document processes, write clear reports, and explain technical ideas to non-technical audiences.
• High-Quality, Proactive and Improvement Focused: Always looking for ways to improve the Service Desk ecosystem, staying up to date with industry trends, having a proactive mindset, and committed to ongoing learning.

Technical Requirements

• Microsoft Technology Stack: In-depth knowledge of Microsoft Azure, Windows Server, Azure Active Directory, Office 365, SQL, Exchange, and Intune.
• Virtualisation & Cloud Services: Proficient in virtualisation technologies and private cloud services (Azure, Okta).
• System & Endpoint Management: Skilled in using device management tools (Intune, Addigy, Kandji, Miradore, ConnectWise), patch management, performance monitoring, and scripting (PowerShell, VBScript, batch).
• Security & Threat Detection: Experience with Darktrace for AI-driven network threat detection and Huntress for managed endpoint detection and response (EDR).
• Networking: Strong experience in setting up and managing both physical and software-defined networks.
• Client Interaction: Excellent client management skills, with strong written and verbal communication. Able to provide both technical and non-technical solutions.
• Flexible Working: Comfortable working onsite or remotely, independently or as part of a team. Familiar with ITIL processes and creating operational support documentation.

Preferred Qualifications:

• Experience working for an IT Managed Services Provider (MSP).
• Certifications in Microsoft, Google Workspace, ITIL, or cybersecurity (e.g., Darktrace, Huntress, Kandji).

Location & Working Environment

• Hybrid working model (remote with office/client site visits as required).
• Occasional travel to client sites for project delivery or urgent support (travel expenses covered).