2nd Line Technical Support Engineer - Hybrid

2nd Line Technical Support Analyst

Location: Sidcup, Kent – Hybrid (3 days per week in the office)

Salary: £32,000–£42,000, depending on experience

The Opportunity

We are seeking a technically strong, customer-focused 2nd Line Technical Support Analyst to join a busy team orientated IT support team, providing technical support and infrastructure management to a diverse client base.

This is an excellent opportunity for someone with broad technical knowledge who enjoys troubleshooting complex issues, taking ownership of escalated tickets and working across a variety of customer environments. Candidates with MSP experience are particularly encouraged to apply.

Key Responsibilities

• Take ownership of escalated 1st Line tickets and resolve complex technical issues.
• Support and maintain customer IT infrastructure, cloud environments and networks.
• Administer Microsoft 365, Azure, Intune, Entra ID and Active Directory.
• Troubleshoot Windows Server, desktop, networking and firewall issues.
• Monitor server and network performance, ensuring timely resolution of incidents.
• Manage backup and disaster recovery systems.
• Carry out proactive maintenance, including patching, firmware updates and documentation.
• Liaise with third-party suppliers and service providers.
• Attend customer sites when required to resolve technical issues.
• Help maintain high service standards and provide excellent customer support.
• Participate in occasional out-of-hours and on-call arrangements.

Technical Skills & Experience

The successful candidate will ideally have experience with:

• Windows Server 2019, 2022 and 2025.
• Microsoft Azure, Hyper-V and virtualisation technologies.
• Microsoft 365, including Exchange Online, SharePoint, Intune and Defender.
• Windows 11 and Active Directory.
• Networking technologies, including TCP/IP, DNS, DHCP, routing and VLANs.
• Firewalls, switches and routers, ideally Fortinet and Ubiquiti.
• Backup and disaster recovery solutions, such as Veeam and Azure Backup.
• Cloud telephony systems.
• PowerShell scripting.

Microsoft cloud certifications would be advantageous.

About You

• At least three years' experience in a technical support or helpdesk role, highly preferably within an MSP.
• Strong troubleshooting and problem-solving abilities.
• Excellent communication and customer service skills.
• Comfortable managing competing priorities in a fast-paced environment.
• A proactive, organised and collaborative approach.
• The confidence to support and mentor less experienced engineers.
• A commitment to continuous learning and technical development.
• Access to your own vehicle is required.

Working Arrangements

• Hybrid working, with three days per week in the Sidcup office.
• Shift-based working between 7:00 am and 6:00 pm.
• Occasional customer site visits and participation in on-call arrangements.

Interested? If you're an experienced 2nd Line Engineer with strong infrastructure knowledge and a passion for delivering excellent customer service, we'd love to hear from you. Apply today so you don't miss out on a great opportunity!