> Markdown version of [/jobs/ext/2278085-2nd-line-helpdesk-engineer](https://www.wearedevelopers.com/jobs/ext/2278085-2nd-line-helpdesk-engineer). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # 2nd Line Helpdesk Engineer - **Company:** Msp Limited - **Location:** London, UK - **Experience:** Experienced - **Salary:** £32,000.0 - £35,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Amazon Web Services, Apple Mac Systems, Microsoft Azure, Cloud Computing, Command Prompt, Computer Networks, Dynamic Host Configuration Protocol, Document Management Systems, Domain Name System (DNS), Issue Tracking Systems, Virtual Private Networks (VPN), Linux System Administration, Microsoft Office, Azure Active Directory, Cloud Services, TCP/IP, Diagnostic Tools, Event Viewer - **Published:** August 28, 2026 - **Apply:** https://www.reed.co.uk/jobs/2nd-line-helpdesk-engineer/57281545 ## About the Role * Proven experience in a busy IT helpdesk environment, handling tickets effectively. * Experience setting up devices and accounts, including mobile devices and email configuration. * Proficiency with Active Directory, shared folders, and domain structures. * Strong troubleshooting skills across PCs, mobile devices, hardware, and telephony systems. * Familiarity with diagnostic tools like Command Prompt and Event Viewer. * Proficient in Office 365 administration, document management, and internal communications. * Solid understanding of networking concepts (TCP/IP, DNS, DHCP, VPNs). * Basic knowledge of cloud platforms such as Azure and AWS. * Experience working across Windows, macOS, and Linux environments. * Ability to handle advanced troubleshooting and collaborate with senior support teams. This is a hands-on role in a supportive, collaborative environment, offering opportunities to grow your technical skills while helping clients succeed. Skills * Active Directory * AWS & Azure Cloud * Azure Active Directory * Microsoft 365 (Cloud Suite) * Networking ## Description As a Level 2 Helpdesk Technician, you will provide remote and on-site technical support to end users. You will troubleshoot, diagnose, and resolve a wide range of IT issues, escalating more complex problems when necessary. Your focus will be on delivering excellent customer service while ensuring systems run efficiently and reliably., * Provide remote support via phone, email, chat, or ticketing system. * Diagnose and resolve technical issues related to hardware, software, networking, printers, scanners, and other devices. * Visit client sites as needed for installations, maintenance, or repairs. * Escalate complex issues to senior technicians or external vendors. * Maintain accurate records of tickets, incidents, and client interactions. * Support internal systems and perform routine upkeep. * Stay up to date with emerging technologies and best practices. * Deliver high-quality customer service through professional communication and problem-solving. Daily Activities Include: * Responding to incoming support requests and resolving technical issues promptly. * Guiding users through step-by-step solutions. * Installing and configuring devices, software, and accounts for new users. * Performing internal system administration tasks. * Collaborating with other technicians, vendors, and stakeholders to resolve escalated issues. * Documenting solutions and following up with clients to ensure satisfaction. ## Related Videos - [Can Machines Dream of Secure Code? 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