2nd Line Support
2nd Line Support Engineer
Location: London (Central), UK
Working Hours: Monday to Friday, 08:30 – 17:30 / 09:00 – 18:00 GMT/BST
Salary: Up to £45,000
Overview
We are seeking a skilled and experienced L2 Support Technician to join an IT support team (MSP Sector). This role requires strong technical knowledge, a proactive mindset, and an uncompromising customer-first approach. The successful candidate will resolve complex technical issues, act as the escalation point for L1, and play an active role in driving service improvement and knowledge sharing across the team. Technical ability matters - but so does personality. We are looking for someone who brings energy, enthusiasm, and a genuine desire to deliver an outstanding service.
The Role
As an L2 Engineer, you will handle escalated tickets from L1, own more complex technical issues, and work proactively to resolve client problems. You will work in a self-dispatched service desk environment and are expected to bring both technical depth and excellent interpersonal skills to every interaction.
Key Responsibilities
•Provide second-line technical support, acting as the escalation point for unresolved L1 issues.
•Resolve complex technical issues across Windows 10/11 and MacOS environments.
•Troubleshoot and maintain network infrastructure including WiFi, LAN, VPN, firewalls, switches, and wireless access points.
•Administer DNS records (including SPF, DMARC, TTL, and MX) and diagnose email delivery issues.
•Support the deployment of software updates and patches.
•Administer data backup and restore processes.
•Return escalated tickets to the L1 queue with clear recommendations and guidance to support their ongoing development.
•Maintain and update support documentation and contribute to the internal knowledge base.
•Collaborate with colleagues to identify recurring issues and implement lasting fixes.
•Participate in IT projects and initiatives as required.
•Provide occasional after-hours support when needed.
What We Are Looking For
Skills & Experience
•Minimum 2 years' experience in a similar IT support role (MSP experience desirable but not essential).
•Strong technical knowledge and hands-on experience with Windows 10/11 and MacOS.
•Proven expertise with Microsoft 365 Business Apps, Microsoft Azure, and the Office 365 Admin Centre.
•Familiarity with Google Workspace.
•Strong understanding of networking - DNS, DHCP, firewalls, switches, WAPs, VPN, and general connectivity troubleshooting.
•Solid knowledge of DNS records including SPF, DMARC, TTL and MX - this is a baseline expectation at L2, not a nice-to-have.
•Ability to diagnose and resolve internet outages methodically: understanding scope (single user vs. whole office), checking monitoring platforms, pinging gateways, and identifying root cause.
•Strong analytical and troubleshooting skills with the ability to quickly identify, diagnose, and resolve technical issues, ideally without needing to contact the end user.
Personal Qualities
•Excellent verbal and written communication skills - able to interact confidently and warmly with end users, colleagues, and wider IT teams.
•A positive, enthusiastic attitude with a genuine enjoyment of the work - someone who brings good energy to the team.
•Strong organisational skills with the ability to prioritise effectively and adapt in a high-pressure environment.
•Good judgement - particularly around data security, credentials handling, and escalating approvals appropriately.
•Curious and inquisitive - someone who spots problems, suggests improvements, and helps prevent recurring issues.
•A team player who is willing to coach and upskill L1 colleagues through constructive ticket feedback.
•Punctual and reliable, with a strong sense of personal accountability.
Working Arrangements
•Hybrid working: 3 days onsite (Central London), 2 days remote after first month.
•First month: 5 days per week in the office to get settled.
•Remote working requires a suitable home setup (reliable broadband, suitable workspace).
•No driving licence required (nice to have) — accessible via public transport.