2nd Line Support Engineer

We are recruiting for a well-established and steadily growing Managed Service Provider based in Paddock Wood. As the business continues to welcome new customers, they are looking for an experienced 2nd Line Support Engineer to join their service desk team.

This is a varied position where you will provide both remote and onsite support, act as an escalation point for 1st Line engineers and assist with technical installations and customer projects.

Providing 2nd Line remote and onsite technical support to a wide range of customers

Acting as an escalation point for the 1st Line support team

Investigating and resolving technical issues within agreed SLAs

Assisting with installations, migrations and project work

Communicating with customers throughout the resolution process

Ideally, you will already have experience working within an MSP, IT service provider or busy technical support environment.

You will also need:

Previous experience providing support at 2nd Line level

A confident and professional approach to customer communication

The ability to manage competing priorities and take ownership of technical issues

A willingness to support colleagues and share technical knowledge

A full UK driving licence for occasional customer site visits

You should have experience across most of the following technologies:

Networking, including switches, routers, firewalls, DHCP and DNS

Experience supporting older or legacy Microsoft environments would also be useful., This would suit an experienced 2nd Line Support Engineer who enjoys variety, wants to continue developing technically and would value being part of a supportive and growing MSP.

Monday to Friday, 8:30am–5:30pm

Do you enjoy getting to the bottom of technical issues rather than simply passing them on?

Are you ready to take greater ownership of escalated support queries and project work?

Would you like to join a friendly, collaborative team where your contribution is recognised and your technical skills can continue to develop?

If so, this could be a great next step.