2nd Line Support Engineer

My client is expanding and is seeking a proactive, technically strong 2nd Line Support Engineer to join their growing team. If you thrive in a fast-paced MSP environment, enjoy tackling complex technical challenges, and want exposure to a wide range of modern technologies, this role will suit you perfectly. You'll act as a key escalation point for technical issues across Microsoft 365, Azure, Windows Server, networking and endpoint management. You'll work extensively with their RMM platform and cybersecurity tooling-including SentinelOne, Huntress and backup solutions-so a strong focus on security and reliability is essential. This is a client-facing role that requires excellent troubleshooting skills, outstanding communication and a commitment to high-quality service delivery.

What You'll Be Doing

• Providing 2nd line remote and on-site support across multiple client environments
• Acting as an escalation point for 1st line engineers and seeing issues through to full resolution
• Monitoring, managing and remediating systems using RMM tools
• Troubleshooting issues across Microsoft 365, Azure AD, Windows Server and endpoint devices
• Supporting endpoint security, EDR platforms (SentinelOne, Huntress) and backup solutions
• Assisting with deployments, migrations and infrastructure upgrades
• Escalating complex issues to senior engineers or vendors where appropriate
• Maintaining accurate technical documentation and communicating clearly with clients
• Contributing to process improvements and best-practice initiatives

• 3-4+ years' experience in an MSP or multi-client IT support environment

• Strong knowledge of Microsoft 365, Intune and Azure AD

• Solid understanding of Windows Server, Active Directory and Group Policy

• Good networking fundamentals (VLANs, firewalls, VPNs, DNS, DHCP)

• Strong troubleshooting ability with a "see it through" mindset

• Excellent communication and customer-service skills

• Full UK driving licence and willingness to travel Desirable:

• Experience with RMM and PSA tools

• Hands-on experience with SentinelOne, Huntress or similar EDR/security platforms

• Experience supporting image-based, file-level and/or cloud backups

• Understanding of Cyber Essentials and security best practice

• Certifications such as CompTIA Network+, Microsoft 365 Fundamentals or similar, You'll be a great fit if you're client-focused, pragmatic and genuinely passionate about technology. My client values integrity, reliability and innovation. The team is collaborative and supportive, and they're looking for someone who remains calm under pressure, has a methodical approach to problem-solving, and brings a good sense of humour to the job.

• Remote Working
• Bonus
• 24 days holiday + Bank Holidays + Christmas Shut Down