Senior 2nd Line Support Engineer

• Take ownership of incidents, service requests and problems from initial investigation through to resolution, keeping clients informed throughout.
• Manage and prioritise multiple tickets, meeting SLA targets and maintaining accurate technical notes.
• Act as an escalation point for junior engineers, providing guidance and helping develop their troubleshooting skills.
• Diagnose and resolve issues across Microsoft 365, Entra ID, Intune, Windows desktops, Windows Server and Azure environments.
• Support and administer client systems, including user access, device management, infrastructure, backups and endpoint security.
• Carry out maintenance, patching and troubleshooting across endpoints, servers and infrastructure.
• Assist with technical projects, including deployments, upgrades and migrations.
• Attend client sites for scheduled support visits, ad-hoc requirements and urgent P1 incidents.
• Communicate confidently with clients at all organisational levels, explaining technical issues in clear, understandable language.
• Identify recurring issues and opportunities to improve client systems, documentation and support processes., * Takes responsibility for their work and follows issues through to completion.
• Provides a professional, patient and helpful service to clients.
• Communicates clearly and effectively, both verbally and in writing.
• Uses a logical, structured approach to troubleshooting.
• Manages their time effectively and remains calm when priorities change.
• Shares knowledge and supports the development of junior colleagues.
• Is willing to learn new technologies and contribute ideas for improving the service we deliver., This is an in-person role based in the Old Street area of London. You must live within a reasonable commuting distance and be able to attend client sites as required. A driving licence is not required.

You must be confident working independently while contributing to a collaborative team. Alongside remote support and office-based work, you will attend client sites for scheduled visits, ad-hoc support and Priority 1 (P1) incidents.

A minimum of five years’ relevant, hands-on IT support experience is essential. Applicants with less than five years’ experience will not be considered. Experience within an MSP of a similar size is preferred but not essential., Essential experience and technical skills

• At least five years’ relevant, hands-on IT support experience, with the ability to operate confidently at senior 2nd line level.
• Strong practical experience administering and troubleshooting Microsoft 365, Microsoft Entra ID and Microsoft Intune.
• Experience supporting Windows desktops and Windows Server environments.
• Working knowledge of Microsoft Azure and troubleshooting issues within Azure environments.
• Experience with Active Directory, DNS, DHCP and Group Policy.
• Experience configuring, maintaining and troubleshooting backup solutions.
• Proven ability to investigate complex issues, research solutions and recognise when further escalation is needed.
• Experience working within a ticketing system, managing competing priorities and meeting SLA targets.

Desirable experience

• Experience working in an MSP of a similar size, supporting multiple client environments.
• Networking knowledge, including switches, subnets, LANs, WANs and connectivity troubleshooting.
• Experience supporting law firms or an understanding of the confidentiality and operational requirements of legal practices.
• Relevant Microsoft or other technical certifications.

Purple Matrix is looking for an experienced Senior 2nd Line Support Engineer to join our IT managed services team.

You will support clients across a range of industries, taking ownership of complex technical issues, handling escalations from junior engineers and helping deliver client projects. This role suits someone who combines strong technical knowledge with a practical approach to troubleshooting and clear, professional communication.