2nd Line Support Engineer

A newly forming MSP with real pedigree not a start-up with a pitch deck, but a team with deep managed service heritage launching something they've been planning for a long time. Solid, reliable, client-first delivery at the core, with genuine automation and AI capability being layered on top.

They're two hires in. This is number two. Which means you won't just be filling a seat you'll be helping shape how the service desk looks, feels and runs for years to come.

The Role

You'll own daily service delivery - tickets, incidents, client communication - and become the trusted face of the business for a portfolio of owner-managed SME clients. You'll work largely independently, escalating only when it's genuinely third-line or project territory.

As the team grows around you (apprentices and first-line engineers are coming), you'll naturally step into a mentoring and lead role. This isn't a promise about the future - it's baked into why the hire exists.

Do you have experience in Technical support?, * Solid second-line experience in an MSP environment - SME and owner-managed clients a must.

• Confident across Microsoft 365, Windows Server, networking, endpoint management, backup and security tooling.
• Someone who can talk to a business owner and make them feel looked after, not confused.
• A self-starter who thrives with autonomy and doesn't need hand-holding.
• Curiosity around automation and AI - you don't need to be an expert, just open to learning.

Bonus Points For

• RMM / PSA tooling experience.
• Any scripting or automation background.
• Azure or Microsoft certifications.
• Having mentored or supported junior engineers or apprentices before.

• A genuine ground-floor opportunity - not a buzzword, an actual chance to build something.
• Direct access to the founders and real influence over how the business develops.
• A development path you choose - Automation & AI, cloud, cyber, infrastructure.
• Competitive salary benchmarked against the wider MSP market. Confirmed before you're asked to commit.

Pay: £35,000.00-£40,000.00 per year