2nd Line IT Support Engineer

2nd Line IT Support Engineer (MSP)

📍 West Hampstead, London (Hybrid – 3 Days Office / 2 Days Remote)

💷 £38,000 per annum

⚡ Immediate Start Available

Are you an experienced 2nd Line IT Support Engineer looking for your next challenge in a fast-paced Managed Service Provider environment?

We're urgently seeking a skilled IT professional with proven MSP experience to join a growing service delivery team supporting a diverse portfolio of business clients across London and the UK.

This is an excellent opportunity for someone who thrives on solving technical issues, enjoys client interaction, and wants exposure to a broad range of technologies while continuing to develop their technical expertise.

The Role

As a 2nd Line IT Support Engineer, you'll be responsible for delivering exceptional remote and on-site technical support, resolving escalated issues, mentoring junior team members, and ensuring clients receive a first-class service experience.

Key Responsibilities

• Resolve 2nd Line support tickets within agreed SLAs
• Troubleshoot complex infrastructure, server, network and cloud issues
• Provide remote and onsite support to business clients
• Monitor and respond to system alerts and proactive support tickets
• Escalate issues where required and collaborate with senior engineers
• Maintain accurate ticket documentation and knowledge base articles
• Work closely with third-party vendors and technology partners
• Support and mentor 1st Line Engineers
• Identify recurring issues and recommend long-term solutions
• Deliver outstanding customer service at all times

Essential Skills & Experience

• Minimum 2 years' experience in a 2nd Line IT Support role within an MSP environment
• Strong customer-facing and communication skills
• Experience supporting Microsoft technologies including:
• Windows Server (On-Premise & Azure)
• Microsoft 365
• Exchange Online
• SharePoint
• Active Directory & Azure AD
• Group Policy
• Virtualisation experience including:
• Hyper-V
• VMware vSphere
• Windows Virtual Desktop / Azure Virtual Desktop
• Backup and Disaster Recovery solutions
• Strong networking knowledge:
• TCP/IP
• DNS
• DHCP
• LAN/WAN
• Routers & Switches
• Wireless Networking
• RDS
• Cyber Security technologies including:
• MFA
• Endpoint Protection
• EDR
• Incident Response
• Experience supporting Windows, macOS and mobile devices
• Full UK Driving Licence

What's On Offer?

• £38,000 salary
• Hybrid working arrangement
• Exposure to a wide range of technologies and client environments
• Ongoing training and certification support
• Clear progression opportunities
• Collaborative and supportive team culture
• Opportunity to work with a highly skilled technical team

Apply Now

If you're a customer-focused 2nd Line IT Engineer with MSP experience and you're looking for an opportunity to join a growing organisation where your technical skills will be valued and developed, we'd like to hear from you.

Please note: MSP experience is essential for this position.