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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # 2nd Line Engineer MSP - **Company:** PLANET RECRUITMENT SERVICES LTD - **Location:** Abingdon, 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 Servers, Microsoft SharePoint, Data Logging, Scripting, Firewalls (Computer Science), Microsoft InTune, Information Technology - **Published:** August 26, 2026 - **Apply:** https://www.adzuna.co.uk/jobs/details/5855373392 ## About the Role Minimum: * Excellent knowledge in Windows 11 installation and configuration * Excellent knowledge with MacOS installation and configuration * Excellent knowledge with Microsoft 365 administrative suite - Intune/SharePoint/Teams/Exchange/Entra ID etc... * Exposure to Email filter technologies - Mimecast/Barracuda/Sophos Email Gateway * Exposure to Microsoft Server OS and server roles - 2016/2019/2022/2025 * Exposure and troubleshooting knowledge with networking related items - firewalls/switches/wireless etc... * 2+ years' experience working with medium-large businesses * Excellent knowledge of user & group management (on-premises/Entra) * Excellent knowledge of scripting and RPA automations * Ability to learn on your feet * Strong communication skills * Excellent troubleshooting and problem resolution skills * Excellent customer experience * Positive attitude to work * Strive to continuous improvement * Able to work independently under pressure * Minimum of 3 years' IT experience in a corporate or services environment * Driving license and own transport * Ability to obtain DBS certificate Desirable: * Sophos Central/XG Firewall Certifications (Engineer or Architect) * Microsoft MS-102, MD-102, MS-700, AZ-900 Certifications * Apple Certified Support Certifications * Comptia A+ * Wireless management - Ubiquiti, Meraki, etc... * Group policy/Intune policy management - deployment or management ## Description Work for one of the UK's leading technology specialists, proudly recognised as a World Class Place to Work by Best Companies, a nationally respected benchmark for employee engagement and workplace excellence. They were also ranked as the #1 Technology Company to Work For in the UK, reflecting culture, our people, and our commitment to being an employer of choice. Primary Purpose: The Tier 2 team are tasked with supporting, investigating, and resolving our MSP client's IT-related systems and making sure all issues are dealt with in a timely fashion., * Being the first point of contact for all incoming support calls, emails, and sessions - when necessary * Being an escalation point for all escalations coming from apprentice, and Tier 1 engineers * Ensuring all forms of support call are logged in the system and the client is kept updated * Manage incidents and request tickets ensuring established SLAs are met * Providing support to our clients * Help the Tier 2 Manager with continued business improvements * Provide support to the apprentice, and Tier 1 engineers * Manage/Maintain all escalations from the apprentice, and Tier 1 engineers * Communicate daily to clients with open tickets * Managing the client's expectations with ongoing tickets * Ensure all client related problems are logged correctly * Inform the Tier 2 Manager of any tickets requiring escalations * Working with client's 3rd party suppliers and vendors when appropriate * Adhere to all company policies and procedures * Ensuring that all role related KPI's are met * Logging, managing, and resolving client IT issues * Maintain and improve cloud infrastructure * Composing Requests for Change * Manage all client on/offboarding's, ensuring all tasks are complete * Maintain all client documentation ensuring it is relevant * Undertake any other reasonable duties as required to meet the needs of the business ## Related Videos - [Green Cloud Computing](https://www.wearedevelopers.com/videos/592-green-cloud-computing) - [Crypto-secure Data Management with In-Database Blockchain](https://www.wearedevelopers.com/videos/632-crypto-secure-data-management-with-in-database-blockchain) - [JavaScript? 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