2nd Line Support Engineer

They are hiring a 2nd Line Engineer to work alongside the outsourced service desk, deliver change requests reliably, and support project delivery including on-site installs and configuration. The outsourced service desk is the primary support vehicle for customers. You are here to back them up, take the escalations they pass up, and own the work that needs internal hands.

Travel and on-site work

Customer site visits are a regular part of this role. Some visits are scheduled (project work, installs, customer reviews) and some are reactive (incident response, hardware swaps). There will be weeks where you spend significant time on customer sites and weeks where you may not travel at all.

Key Responsibilities

• Own 1st and 2nd line tickets escalated by the outsourced service desk and resolve them end to end
• Deliver customer change requests including laptop setups, SharePoint site creation, user onboarding and offboarding, mailbox changes, Teams configuration, and similar day to day work
• Support project delivery, including on-site installs and configuration tasks
• Carry out customer site visits for scheduled and reactive work
• Collaborate with the Senior Engineer on escalations and more complex issues
• Document what you do clearly so the rest of the team and the service desk can benefit
• Suggest and implement improvements to systems, processes, and documentation

Optional: Technical Account Management

They could also use a hand on the account management side. Think of this as a Technical Account Manager (TAM) function sitting alongside your engineering work. This is genuinely optional and the engineering role stands on its own. The 2nd line work is already customer facing, and the sales and account management side is even more so. If that appeals to you and you want to develop in that direction, there is room to grow into it.

• Supporting the Account Manager
• Producing basic quotes, such as laptops and licensing
• Holding technical account management discussions with customers

If it becomes a substantial part of your role, this will reflect in your base salary.

Day to day tools and technologies

• Microsoft 365 including Exchange, Teams, SharePoint, Intune, Defender for Office 365 and Defender for Business
• Microsoft Entra ID including Conditional Access
• Microsoft Azure basics including virtual machines, Azure Virtual Desktop and Windows 365
• Windows client versions 10 and 11, and Windows Server
• Halo for ticketing, Ninja RMM for monitoring, Asana for project and task management
• Windows Autopilot for provisioning

Do you have a valid Driving License license?, Do you have experience in VPN?, * Right to work in the UK required

• Valid UK driving licence and working car essential, * Friendly and positive, with strong communication skills
• Comfortable speaking to customers and explaining technical issues simply
• Proactive and hard working, with a desire to learn and improve
• Happy to travel to customer sites
• Happy to get stuck in and support a fast moving, growing business
• Curious about AI tools and how they can make your work better and faster

Essential Skills and Experience

• Minimum 2 years in a 2nd line role within a Managed Service Provider
• Solid Microsoft 365 administration and support experience across Exchange, SharePoint, Teams and Intune
• Working knowledge of Microsoft Entra ID and Conditional Access
• Understanding of networking fundamentals including DNS, DHCP, VPN, and firewalls
• Proven experience supporting Windows client and Windows Server environments
• Valid UK driving licence and access to a working car

Nice to Have

• Hands-on experience using AI tools such as Microsoft Copilot and Claude in your day to day work (hugely beneficial, AI is core to how we operate)
• Microsoft Fundamentals or Associate level certifications (for example MS-900, AZ-900, SC-900, MS-102)
• Exposure to Azure IaaS, Azure Virtual Desktop or Windows 365
• Experience with Autopilot, Intune app packaging, or scripted provisioning
• Familiarity with ITIL service operations

Pulled from the full job description

• Paid training
• Company pension, * Some out of hours work may be required. This is typically planned and paid. Occasional reactive support is expected. Time off in lieu is available for unplanned work
• Company laptop and peripherals provided. Stable home broadband connection required
• Strict adherence to customer confidentiality and data protection policies is required

What We Offer

• Competitive salary
• Generous holiday allowance
• Paid training and certification opportunities
• Pension scheme
• Clear progression path in a growing company, with opportunity to develop toward 3rd line and project delivery

They are a growing MSP that helps businesses do more with Microsoft Cloud technologies. They are a small but ambitious team with big goals and a strong foundation. Their services span IT support, cyber security, and digital transformation, ensuring clients receive comprehensive solutions to drive their business forward.