2nd Line Engineer

Our client is a well-established Managed IT Service Provider based in Kent, supporting a loyal client base across South-East London and the South-East. As they continue to grow, they’re looking for a 2nd Line Service Desk Engineer to join their support team, working closely with 1st Line and reporting into the Technical Services Manager. This is a great opportunity for someone who enjoys variety - from day-to-day troubleshooting and customer support through to hands-on project work such as infrastructure refreshes, migrations, and virtualisation.

The Role

• Provide 2nd line technical support for customers’ hardware and software, resolving issues escalated from 1st Line
• Answer customer calls and log support tickets when other resources are stretched
• Respond to alerts from monitoring systems to deliver proactive maintenance and support
• Support and mentor 1st Line Engineers with ticket escalations and queries
• Create and maintain detailed documentation of client environments and processes
• Provide on-site support and install/maintain equipment at client sites when required
• Work on projects such as infrastructure refreshes, disaster recovery, migrations, and virtualisation, both remotely and on-site

• A minimum of 18 months’ experience within an MSP environment
• Excellent understanding of Windows Desktop & Server environments
• Proven knowledge of Microsoft 365 & Entra ID
• Previous exposure to Intune managed devices
• Proven understanding of networking concepts (DNS, DHCP) and hardware (routers, switches, firewalls, APs)
• Good understanding of mobile device troubleshooting (iPhone & Android)
• Familiarity with RMM, NGAV, MDR & email security platforms
• Excellent phone manner and customer service skills, with the ability to explain technical issues clearly
• Excellent written & spoken English
• A full, clean UK driving licence and ability to travel to client sites as required No formal IT qualifications required, quality of experience is what counts

• £30,000 - £35,000 per annum
• 25 days annual leave
• Private healthcare including optical and dental
• Mon-Fri, 9:00-17:30, office based