2nd Line Support Engineer

This is a hands-on 2nd Line Cloud Support Engineer role within a small, technically focused MSP where you’ll be supporting a range of client environments across Microsoft 365, cloud infrastructure, networking, and security.

Rather than being just another number in a large service desk, you’ll have genuine ownership of issues, working closely with experienced engineers and the Managing Director to troubleshoot problems, improve client environments, and deliver a high-quality support service.

You’ll be joining a team where no two days are the same, combining technical troubleshooting, project work, client interaction, and proactive improvements across a variety of technologies.

The role

As a 2nd Line Cloud Support Engineer, you’ll be responsible for supporting and maintaining client environments, acting as an escalation point for more complex technical issues beyond first-line support.

Your day-to-day work will include troubleshooting across the Microsoft stack, supporting Microsoft 365 environments, resolving infrastructure issues, assisting with security improvements, and helping clients get the most from their technology.

You’ll work across areas such as:

• Microsoft 365 administration and support
• Windows environments and infrastructure
• SharePoint and cloud services
• Conditional Access and security policies
• Networking and firewall troubleshooting
• FortiGate firewalls (ideally)
• MDM solutions
• Power BI reporting and dashboards
• Scripting and automation to improve deployments and processes

You’ll also be involved in maintaining accurate documentation, supporting changes and upgrades, and helping deliver improvements across client systems.

Client interaction is an important part of the role, so you’ll need to be comfortable explaining technical issues clearly, managing expectations, and building strong working relationships with users and customers.

They’re looking for someone with strong 2nd line support experience who enjoys working across a broad range of technologies and solving technical problems.

You’ll ideally have experience within an MSP or fast-paced support environment, with exposure to cloud and infrastructure technologies.

Key skills and experience include:

• Strong IT support experience (2nd line level ideally)
• Microsoft 365 administration and troubleshooting
• Windows environments
• SharePoint
• Conditional Access
• Networking fundamentals
• Firewall experience (FortiGate highly desirable)
• Experience supporting multiple clients or environments
• Good troubleshooting and problem-solving skills

Any experience with MDM, Power BI, automation, or scripting would be useful, but isn’t essential.

More than anything, they’re looking for someone who takes ownership, communicates well, and enjoys being hands-on with technology rather than simply closing tickets.

Why it’s worth a look

This is a great opportunity for someone who wants to progress their technical skills in a smaller MSP environment where they’ll get exposure to a wide range of technologies and client environments.

You’ll have the opportunity to work on interesting technical challenges, build deeper cloud and infrastructure knowledge, and have a genuine impact on how services are delivered.

Because of the size of the team, you’ll have much more visibility and influence than you would in a larger support organisation. If you improve something, you’ll actually see the results.