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# Senior 2nd Line Support Engineer

- **Company:** Purple Matrix Ltd
- **Location:** London, UK
- **Experience:** Expert
- **Salary:** £35,000.0 - £45,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Access, Microsoft Windows, Active Directory, Microsoft Azure, Backup Devices, Dynamic Host Configuration Protocol, Desktop Computing, Domain Name System (DNS), Issue Tracking Systems, Subnetting, Local Area Networks, Windows Servers, Azure Active Directory, Wide Area Networks, Computer Network Technologies, Microsoft InTune
- **Published:** October 13, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=7279d22dc5733b2e

## About the Role

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.

## Description

* 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.