2nd Line Engineer

2nd Line Engineer

Location: Oxford (Hybrid working with occasional travel to client sites)Salary: £28,000 - £35,000 DOE Type: Permanent

Overview

Our client, a well-established Managed Service Provider (MSP), is looking to recruit a 2nd Line Engineer to join their growing support team. Supporting a broad range of SME clients, this role offers exposure to a diverse technology stack and the opportunity to work across desktop, server, cloud, and security environments.

This is a hybrid position, combining remote working, office-based collaboration, and occasional travel to customer sites when required.

Key Responsibilities

• Provide 2nd line technical support via phone, email, and remote access tools.
• Diagnose and resolve hardware, software, networking, and infrastructure issues.
• Manage and complete service requests, incidents, and routine IT administration tasks.
• Perform system maintenance and monitoring activities.
• Take ownership of support tickets through to resolution, ensuring excellent customer communication throughout.
• Escalate complex issues where appropriate while maintaining accountability for progress.
• Liaise with third-party vendors and service providers when required.
• Produce technical reports and documentation for both internal and customer use.
• Support a variety of Microsoft-based environments, cloud platforms, and security solutions.

Skills & Experience

Essential

• Previous experience in a 2nd Line Support or Helpdesk role, ideally within an MSP environment.
• Strong troubleshooting and problem-solving skills.
• Experience supporting Microsoft Windows desktop environments.
• Knowledge of Microsoft 365 and Office applications.
• Excellent communication skills, both written and verbal.
• Strong organisational skills with the ability to prioritise workloads effectively.
• Professional and customer-focused approach.
• Self-motivated with a willingness to learn and develop new technical skills.

Desirable Technical Experience

Desktop & End User Technologies

• Windows 10 and Windows 11
• Microsoft 365
• Microsoft Intune
• Apple macOS and iOS
• Endpoint Security solutions (Antivirus, EDR, XDR)
• SaaS Backup solutions

Server & Infrastructure Technologies

• Windows Server 2016-2025
• Microsoft Azure
• Microsoft Exchange / Hosted Exchange
• Remote Desktop Services (RDS)
• VMware
• Backup technologies such as Datto, Veeam, and similar solutions

Benefits

• Staff bonus scheme
• Pension scheme
• Annual leave increasing with length of service
• Ongoing training and development opportunities
• Hybrid working model
• Exposure to a wide range of technologies and client environments