2nd Line IT Support Engineer

As a 2nd Line Service Desk Engineer, you ll play a key role within a busy Service Delivery team, providing both remote and on-site support to a wide client base.

You ll be responsible for resolving escalated issues, maintaining high service standards, and contributing to continuous improvement across client environments., Resolve 2nd line and escalated IT support tickets within SLA Troubleshoot issues across infrastructure, cloud, and end-user environments Provide on-site support during scheduled client visits Monitor and resolve alerts from system monitoring tools (NOC tickets) Communicate effectively with end-users and stakeholders throughout ticket lifecycle Maintain accurate documentation and update knowledge base articles Identify recurring issues and contribute to long-term solutions Work closely with third-party vendors to resolve technical issues Support and mentor 1st Line Engineers Stay up to date with emerging technologies and cyber security trends

If you thrive in a fast-paced MSP environment and enjoy combining remote support with client facing work, this could be a great fit., Minimum 2+ years experience in a 2nd Line IT Support role (ideally within an MSP) Strong customer-facing and communication skills Experience providing face-to-face client support Solid technical experience across: Windows Server (On-Prem & Azure) Active Directory, Group Policy, Office 365 & SharePoint Microsoft Exchange Virtualisation (Hyper-V, VMware, WVD) Backup & Disaster Recovery solutions Cyber Security (MFA, EDR, AV, Incident Response) Networking (TCP/IP, DNS, DHCP, LAN/WAN) Windows & macOS environments Experience supporting mobile devices Strong troubleshooting and problem-solving ability Passion for learning and gaining certifications

We re currently partnering with a high performing, globally recognised Managed Service Provider to recruit two experienced 2nd Line Service Desk Engineers. This is a fantastic opportunity to join a business known for delivering premium IT services and building long-term client partnerships.