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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # 2nd Line Support Engineer - **Company:** Gold Group - **Location:** London, UK - **Experience:** Experienced - **Salary:** £35,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Macintosh Computers, Apple IOS, HP Thin Clients, Microsoft Security Essentials, Microsoft Office, Windows Servers, Microsoft SharePoint, Backup and Restore, Data Logging - **Published:** September 10, 2026 - **Apply:** https://www.collegerecruiter.com/job/2859586538-2nd-line-support-engineer ## About the Role * MSP background preferable * 2-3 years proven experience in an IT support role (1st/2nd line) * Experience of working to an ITIL framework in a service desk capacity * Microsoft Windows Server 2016 - 2022 * Microsoft 365 Support for Email, SharePoint, OneDrive and Teams * Active Directory Management * Windows 10, 11 Operating System Support * Apple OS and Apple Mac support experience * Microsoft Office Suite * Backup Technologies such as DATTO, Acronis * Laptop/desktop and thin client support Essential Certification (Any one) * MS-900 Microsoft 365 Fundamentals Certification * AZ-900 Microsoft Azure Fundamentals Certification * SC-900 Microsoft Security Fundamentals Certification, * Highly Motivated * Can do attitude * Attention to detail * Excellent communication * Proven client service skills * Ability to work under pressure * Willingness to work flexibly as required * Good telephone etiquette ## Description 2nd Line Support Engineer Up to £35,000 DOE London - Hybrid working (4 days onsite/in office, 1 day remote after passing probation) This role is a client facing role and you will be required to go to client sites around London. I am recruiting in London for multiple 2nd Line Support Engineers for a leading IT Managed Service Provider (MSP). The ideal candidate would be someone that is already in a 2nd line role, or an experienced 1st line engineer looking for that next step in their career, along with a upbeat personality and As a 2nd Line Support Engineer you will take a supporting role in the management and resolution of the customers technical issues, as well as taking a proactive stance in improving the managed services delivered through additional company services and effective problem management., * Provide a professional and customer-focused service through the life cycle of each ticket; manage customer expectations by keeping customer informed of progress. * Recording all IT Incidents, Requests and Problems, ensuring all relevant details are captured in line with Service Desk standards. * Classify calls accurately with the information provided and prioritise in line with the Service Level Agreement (SLA). * Investigate and diagnose Incidents by providing first line telephone support, gathering and analysing information to identify and resolve a range of technical Incidents such as hardware, software, application and network Incidents with the objective of restoring normal service as quickly as possible. * Liaise with third party suppliers where necessary, logging tickets and act as a central point of contact. * Monitoring and tracking Incidents, Requests or Problems, escalating where necessary to other resolver groups, or line Manager. * Log and assign tickets and monitor workloads for the other Service Desk team members. * You will be required to attend our client sites to provide IT Support as directed by your Line Manager. ## Related Videos - [Crypto-secure Data Management with In-Database Blockchain](https://www.wearedevelopers.com/videos/632-crypto-secure-data-management-with-in-database-blockchain) - [Xcode development redefAIned](https://www.wearedevelopers.com/videos/100195-xcode-development-redefained) - [Develop enterprise-ready applications for Microsoft Teams with Azure resources on modern web technologies](https://www.wearedevelopers.com/videos/187-develop-enterprise-ready-applications-for-microsoft-teams-with-azure-resources-on-modern-web-technologies) - [Build Delightful Mobile Experiences with Kotlin, Realm, and Atlas Device Sync](https://www.wearedevelopers.com/videos/694-build-delightful-mobile-experiences-with-kotlin-realm-and-atlas-device-sync) - [Harnessing Apple Intelligence: Live Coding with Swift for iOS](https://www.wearedevelopers.com/videos/1515-harnessing-apple-intelligence-live-coding-with-swift-for-ios) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) ## Related Articles - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Software Engineer Salary London](https://www.wearedevelopers.com/magazine/252-software-engineer-salary-london) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk)