2nd Line / Senior IT Support Engineer

Full-time | Office-based | Mon–Fri, 08:30–17:00 - £30,000 - £37,000

Location: Hoddesdon, Hertfordshire (with travel to customer sites as required)

About the company:

Our client is a fast-growing Managed Service Provider (MSP) based in Hertfordshire. They pride themselves on delivering exceptional IT solutions and support to our customers. As they expand, they are looking for a talented and motivated individual to join their team.

They were recently voted runners up by Superops as the Emerging MSP of the Year, out of 300 MSPs.

Role Overview:

They are seeking an experienced 2nd Line / Senior IT Support Engineer who has a strong background working within a MSP environments. The ideal candidate will be passionate about technology, customer-focused, and eager to contribute to the team.

Why This Will Appeal to You:

• You stay technical. You are the first point of contact but are still working at second and third line depth.

• You deal with real issues straight away and fix them properly.

• Working with a small team that encourages ideas of better ways of working.

• Huge exposure to a wide mix of Windows, M365, Azure, networking, VoIP and cyber security projects.

• You want to grow with a business and become a key member of staff, that has new customers and new environments to get into.

Key Responsibilities:

• Provide 2nd line technical support to customers across a range of technologies.
• Support end-users with remote and on-site assistance by troubleshooting and resolving complex IT issues efficiently and professionally.
• Work with Microsoft 365, Azure, Intune, and firewall technologies.
• Configure, deploy, and maintain systems including switches, routers, firewalls, and wireless solutions.
• Troubleshooting networking, wi-fi, connectivity, VoIP and security issues
• Taking part with on-boarding and setup work as new customers join
• Ensure best practices in Cyber Security are implemented and maintained.
• Travel to customers sites when required for onsite support and project work.
• Collaborate with colleagues to deliver excellent customer service and meet SLAs.
• Act as a mentor to the apprentices within the support team, providing guidance, training, and knowledge sharing.

Essential Skills & Experience:

• 3+ Years previous experience in an MSP environment.
• Proven experience in a 2nd line IT support role
• Strong Microsoft 365 knowledge (Intune, Exchange, Teams, SharePoint, Azure AD).
• Good knowledge of Windows operating systems
• Networking fundamentals (TCP/IP, DNS, DHCP, VLANs, firewalls, VPNs).
• Hands-on experience with firewall configuration and management.
• Strong personal skills, developing relationships and assisting with account management of customers.
• Good understanding and willingness to learn of Cyber Security principles and practices.
• Excellent troubleshooting and problem-solving skills.
• Ability to work independently and as part of a team.
• Organised. Good at creating and keeping documentation up to date.
• Ability to prioritise workload in a fast‐paced, SLA‐driven environment
• Right to work in the UK and Full UK driving license and willingness to travel to customers sites. (Essential)
• Excellent communicator and interpersonal skills (key to this role)