2nd Line Engineer MSP

• We act as the first point of contact for incoming support calls, emails, and sessions when needed
• We handle escalations from apprentices and Tier 1 engineers
• We log all support calls in the system and keep clients updated
• We manage incidents and request tickets to meet agreed SLAs
• We provide support to our clients
• We support the Tier 2 Manager with business improvement initiatives
• We support apprentices and Tier 1 engineers
• We manage and maintain escalations from apprentices and Tier 1 engineers
• We communicate daily with clients about open tickets
• We manage client expectations on ongoing tickets
• We ensure client-related problems are logged correctly
• We inform the Tier 2 Manager of tickets requiring escalation
• We work with clients third-party suppliers and vendors when appropriate
• We adhere to company policies and procedures
• We ensure role-related KPIs are met
• We log, manage, and resolve client IT issues
• We maintain and improve cloud infrastructure
• We compose requests for change
• We manage client onboarding and offboarding, ensuring all tasks are completed
• We maintain client documentation so it remains relevant
• We undertake other reasonable duties as required to support the business

Technologies:

• Cloud
• Firewall
• Support
• macOS
• Microsoft 365
• RPA
• SharePoint
• Windows
• Office 365
• Architect

• Excellent knowledge of Windows 11 installation and configuration
• Excellent knowledge of macOS installation and configuration
• Excellent knowledge of Microsoft 365 administrative suite, including Intune, SharePoint, Teams, Exchange, and Entra ID
• Exposure to email filtering technologies such as Mimecast, Barracuda, or Sophos Email Gateway
• Exposure to Microsoft Server OS and server roles, including 2016, 2019, 2022, and 2025
• Exposure to and troubleshooting knowledge of networking-related items such as firewalls, switches, and wireless
• 2+ years of experience working with medium to large businesses
• Excellent knowledge of user and group management, both on-premises and in Entra
• Excellent knowledge of scripting and RPA automations
• Ability to learn quickly and work on your feet
• Strong communication skills
• Excellent troubleshooting and problem-solving skills
• Strong customer experience focus
• Positive attitude to work
• Commitment to continuous improvement
• Ability to work independently under pressure
• Minimum of 3 years of IT experience in a corporate or services environment
• Driving licence and own transport
• Ability to obtain a DBS certificate
• Desirable certifications include Sophos Central/XG Firewall, Microsoft MS-102, MD-102, MS-700, AZ-900, Apple Certified Support, and CompTIA A+
• Desirable experience with wireless management tools such as Ubiquiti and Meraki
• Desirable experience with Group Policy and Intune policy management

We are one of the UKs leading technology specialists, proudly recognised as a World Class Place to Work by Best Companies and ranked as the #1 Technology Company to Work For in the UK. We offer a salary of £37k and a strong benefits package including 25+ days holiday plus bank holidays, flexible working with WFH incentives, Bupa Cash Plan, Electric Vehicle Scheme, Cycle Scheme, discounted gym membership, a paid charity day, and car parking. This is a 2nd Line Engineer role based in Abingdon, supporting our MSP clients and helping us deliver excellent service, continuous improvement, and a strong customer experience.