2nd Line Engineer

We are looking for a 2nd Line Engineer to join an established desktop support team, acting as escalation point for 1st line colleagues and taking ownership of client incidents across a varied technology stack. You will manage tickets through to resolution, ensure SLAs are met, and contribute to client onboarding, documentation, and ongoing service improvement. The role suits an engineer ready to take the next step in a structured MSP environment with a genuine focus on career development.

What You'll Be Doing

• Acting as escalation point for apprentice and 1st line engineers
• Managing and resolving incidents and service requests within agreed SLAs
• Administering Microsoft 365 environments including Intune, Exchange, SharePoint, Teams, and Entra ID
• Supporting Windows and macOS endpoints including installation and configuration
• Maintaining and troubleshooting networking infrastructure including firewalls, switches, and wireless
• Managing client on and offboarding processes end to end
• Maintaining accurate client documentation and knowledge records
• Communicating proactively with clients on open tickets and managing expectations
• Working with third-party vendors and suppliers to resolve issues where required
• Contributing to cloud infrastructure maintenance and improvement

• Minimum 3 years' IT experience in a corporate or MSP environment
• Strong Microsoft 365 administration skills across Intune, SharePoint, Teams, Exchange, and Entra ID
• Solid knowledge of Windows 11 and macOS installation and configuration
• Exposure to Microsoft Server OS and server roles (2016 through to 2025)
• Networking fundamentals including firewalls, switches, and wireless troubleshooting
• Experience with email filtering platforms such as Mimecast, Barracuda, or Sophos Email Gateway
• Scripting and RPA automation knowledge
• Full UK driving licence and own transport
• Ability to obtain a DBS certificate

Desirable:

• Microsoft certifications (MS-102, MD-102, MS-700, AZ-900)
• Sophos Central or XG Firewall certifications
• Apple Certified Support Professional (ACSP)
• CompTIA A+
• Wireless management experience with Ubiquiti or Meraki
• Group Policy and Intune policy deployment and management
• Previous MSP experience

• Salary £30,000 to £37,000 depending on experience
• 25 days holiday rising with service, plus bank holidays
• Flexible working with WFH options
• Bupa Cash Plan
• Discounted gym membership
• Cycle to work scheme
• Electric vehicle scheme
• Paid charity day
• On-site car parking

A well-established and award-winning managed service provider delivering IT support, security, and cloud services to mid-market and enterprise clients across the UK. Privately owned with consistent year-on-year growth, they have a strong reputation for technical excellence and invest heavily in staff development and internal progression.