TELECOMMUTE 2nd Line Engineer

This role sits within the Desktop Team, supporting a range of MSP clients. The successful candidate will diagnose and resolve IT issues, manage incident queues, and ensure consistent, high-quality service delivery. You'll act as an escalation point for junior engineers and maintain strong communication with clients throughout the support lifecycle., * Act as the initial point of contact for incoming support calls, emails, and remote sessions when required.

• Serve as an escalation point for Apprentices and Tier 1 Engineers.
• Log all support interactions accurately and maintain timely client updates.
• Manage incidents and service requests, ensuring SLAs are consistently achieved.
• Provide high-quality technical support to clients across a range of technologies.
• Assist the Tier 2 Manager with ongoing service and process improvements.
• Oversee and manage escalations from junior team members.
• Maintain daily communication with clients regarding active tickets.
• Proactively manage client expectations and escalate issues when necessary.
• Work with third-party vendors and suppliers as appropriate.
• Ensure compliance with company policies and procedures.
• Meet all role-related KPIs and performance standards.
• Maintain and improve cloud infrastructure environments.
• Draft and implement Requests for Change (RFCs).
• Manage client onboarding and offboarding activities.
• Keep all client documentation accurate and up to date.
• Undertake other duties as needed to support business operations.

All applicants must have the right to work in the UK Must have full UK driving licence, * Strong interpersonal and communication skills.

• Excellent troubleshooting ability.
• Professional, positive, flexible and approachable.
• Strong team player with cross-functional collaboration skills.
• High energy, proactive attitude and a commitment to customer satisfaction.
• Strong attention to detail.
• Creative problem-solving mindset.

Minimum Requirements

• Excellent knowledge of Windows 11 installation and configuration.
• Strong MacOS installation & configuration capability.
• Solid experience with the Microsoft 365 admin suite (Intune, SharePoint, Teams, Exchange, Entra ID, etc.).
• Familiarity with email filtering technologies (Mimecast, Barracuda, Sophos Email Gateway).
• Experience with Microsoft Server OS (2016/2019/2022/2025).
• Troubleshooting skills across firewalls, switches, wireless technologies, and general networking.
• 2+ years supporting medium-large businesses.
• Strong scripting and RPA automation skills.
• Ability to learn quickly and work independently under pressure.
• Excellent communication, problem-solving and customer experience skills.
• Minimum 3 years' IT experience in a corporate or service provider environment.
• Full UK driving licence and own transport.
• Ability to obtain a DBS certificate., * Sophos Central / XG Firewall certifications.
• Microsoft MS-102, MD-102, MS-700, AZ-900 certifications.
• Apple Certified Support qualifications.
• CompTIA A+.
• Experience with wireless technologies (Ubiquiti, Meraki, etc.).
• Group Policy / Intune Policy deployment and management.
• Previous MSP experience (advantageous).

Our client is a leading UK technology specialist. Known for their strong workplace culture, award-winning teams, and commitment to employee development, they continue to achieve year-on-year growth across IT security, cloud and managed services. With multiple industry accolades, including repeated recognition as a top partner by major vendors, they place people at the heart of their success-celebrating achievement, supporting career progression, and fostering an environment in which individuals thrive.