2nd Line Support Engineer

As a 2nd Line Service Desk Engineer, you will play a key role within our MSP Service Desk, supporting a diverse client base across multiple industries. You will be responsible for resolving escalated incidents and service requests from 1st line support, while acting as the technical bridge between 1st and 3rd line teams.

You will work across a broad and varied technology stack, supporting Microsoft 365, Windows endpoints, servers, networking, and bespoke client applications. The role also includes assisting with both remote and onsite project delivery, proactive maintenance tasks, and continuous service improvement initiatives.

This position is ideal for someone who enjoys the fast-paced nature of an MSP environment and is keen to develop their technical capability. You will gain exposure to a wide range of client infrastructures and have a clear progression pathway into a 3rd line or project-focused role., * Resolve and manage 2nd line incidents and service requests escalated via HALO, in line with agreed SLAs

• Provide technical escalation support to 1st line engineers
• Work closely with the Technical Director and 3rd line engineers on complex issues and root cause analysis
• Deliver proactive maintenance and improvements across client IT estates
• Assist with remote and onsite project work, including upgrades, migrations, and infrastructure changes
• Accurately document solutions, changes, and client environments
• Continuously develop technical skills across the MSP technology stack

Do you have a valid Driving Licence license?, Do you have experience in Virtualization?, * Experience in a 2nd line support role within an MSP environment is desirable, but not essential for the right candidate

• Strong understanding of working to SLAs, ticket prioritisation, and client-facing service delivery
• IT-related qualifications are beneficial but not essential
• Microsoft certifications (e.g. M365, Azure, or Windows Server) are advantageous
• Full UK driving licence required

Soft Skills

• Strong troubleshooting and analytical skills
• Confident communicator with the ability to explain technical issues to non-technical users
• Customer-focused mindset with a professional, calm approach under pressure
• Strong teamwork skills and willingness to support colleagues
• Ability to adapt quickly in a fast-moving, multi-client MSP environment

Technical Skills

• Microsoft 365 administration, including Exchange Online, SharePoint, Teams, and Azure AD
• Active Directory (on-premises and Azure Active Directory)
• Basic Microsoft Azure knowledge (IaaS / identity / security concepts)
• Networking fundamentals: TCP/IP, DNS, DHCP, switching, and VLANs

Server & Infrastructure Experience

• Windows Server administration including Active Directory, Group Policy, and storage
• Virtualisation technologies (Hyper-V / VMware)
• Remote Desktop Services