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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # 2nd Line Engineer - MSP - **Company:** Candidate Source Ltd - **Location:** London, UK (Remote available) - **Experience:** Expert - **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 25, 2026 - **Apply:** https://www.reed.co.uk/jobs/2nd-line-engineer--msp/57393307 ## About the Role * Proven experience in an IT support role (1st / 2nd line), * Experience of working to an ITIL framework in a service desk capacity, * Working knowledge of Microsoft Windows Server 2016 - 2022, Microsoft 365 Support for Email, SharePoint, OneDrive and Teams, Active Directory Management, Windows 10, 11 Operating System Support, Microsoft Office Suite. * Apple OS and Apple Mac support experience. * Backup Technologies such as DATTO, Acronis. * Laptop/desktop and thin client support. * MSP background is preferable. * MS-900 Microsoft 365 Fundamentals Certification. * AZ-900 Microsoft Azure Fundamentals Certification. * SC-900 Microsoft Security Fundamentals Certification., * Communication Skills (Key) * Engineering Knowledge * Health and Safety Principles * Infrastructure Management * Maintenance Activities * Mentoring Programs * Occupational Health & Safety (Workplace) * Problem Solving (Process) * Self-Motivation * Teamwork (Teams) ## Description A managed service provider, providing businesses with a range of ongoing tailored solutions to increase efficiency, decrease outgoings, minimise system downtime and boost performance is seeking a 2nd Line Engineer - MSP engineer to join their team. This is an exciting opportunity to be part of a successful and leading MSP. The role is hybrid with 4 days in the office and 1 day WFH. You will work 7.5 hours a day on a fortnightly shift pattern (8am to 4.30pm or 9am to 5.30pm or 9.30am to 6pm). As the 2nd Line Engineer - MSP you will: * 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 - [Security Pitfalls for Software Engineers](https://www.wearedevelopers.com/videos/726-security-pitfalls-for-software-engineers) - [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) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Why Upskilling And Reskilling is Important For Developers](https://www.wearedevelopers.com/magazine/428-why-upskilling-and-reskilling-is-important-for-developers) - [Where to Find Entry-Level Software Engineering Jobs](https://www.wearedevelopers.com/magazine/397-where-to-find-entry-level-software-engineering-jobs) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated)