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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # 2nd Line Engineer MSP - **Company:** Planet Recruitment - **Location:** Milton, UK (Remote available) - **Experience:** Experienced - **Salary:** £32,000.0 - £37,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Apple Mac Systems, Cloud Computing, Email Filtering, Microsoft Office, Microsoft Servers, Microsoft SharePoint, Firewalls (Computer Science), Microsoft InTune, Information Technology - **Published:** August 14, 2026 - **Apply:** https://www.adzuna.co.uk/jobs/details/5841744745 ## About the Role * 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 ## Description * 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 ## Related Videos - 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