Senior 2nd/3rd Line Support Engineer

Senior 2nd/3rd Line Support Engineer

Salary: £40,000–£50,000

Company: Managed Service Provider (MSP)

Location: Burgess Hill / Hybrid

Description:

This is an opportunity to join an established Managed Service Provider as a Senior 2nd/3rd Line Support Engineer, working as part of an existing technical team.

The business is looking for an experienced MSP engineer who can provide excellent customer support, take ownership of escalated tickets and assist with a broad range of technical issues across its client base.

Key responsibilities will include:

• 2nd/3rd Line Support: Providing technical support across a varied client base, resolving complex issues and taking ownership of escalated tickets.
• End-User Support: Troubleshooting hardware, software, Microsoft 365, Windows and desktop-related issues.
• Server Management: Supporting and maintaining Windows Server environments, Active Directory and associated infrastructure.
• Networking: Diagnosing and resolving network issues involving routers, switches, firewalls, VPNs and connectivity.
• Microsoft Technologies: Supporting Microsoft 365, Exchange, Azure, Active Directory and other core Microsoft technologies.
• Security: Assisting with endpoint security, antivirus, access management and general cybersecurity issues.
• Application Support: Troubleshooting and supporting a range of business applications and software.
• Customer Service: Providing clear communication and a professional, customer-focused approach throughout the support process.
• Team Collaboration: Working closely with colleagues, sharing technical knowledge and helping to maintain high service standards.

What We're Looking For:

• Previous experience working in an MSP or Managed Services environment.
• Strong 2nd line support experience, with the technical ability to handle 3rd line escalations.
• Broad technical knowledge across end-user support, Microsoft technologies, servers, networking and security.
• Good working knowledge of Microsoft 365, Active Directory and Windows Server.
• Experience troubleshooting hardware, software, application and connectivity issues.
• The ability to manage multiple tickets, prioritise workloads and see issues through to resolution.
• Excellent communication skills and a customer-focused attitude.
• A proactive approach, strong problem-solving skills and the ability to work effectively as part of a team.