2nd Line IT Engineer

As an IT Engineer, you will handle escalated technical issues from the 1st line and junior engineers, working across desktop, server, network, Microsoft 365, and cloud services. You'll be expected to resolve complex tickets independently, assist with onboarding and configuration tasks, and contribute to service improvements. This is a hands-on technical role ideal for someone confident in managing varied issues and progressing within a busy MSP environment., Take ownership of escalated service tickets and ensure timely, effective resolution.

• Troubleshoot and resolve technical issues across endpoints, servers, cloud, and networking.

• Manage incidents and service requests within agreed SLAs.

• Assist with onboarding of new users, sites, and services for existing clients.

• Provide onsite support where required.

• Identify and escalate recurring problems or critical issues to senior engineers.

• Support and mentor junior members of the service desk team.

• Work closely with the 1st line and project teams to ensure consistent service delivery.

• Contribute to internal documentation, knowledge base, and technical processes.

• Deliver clear, helpful updates to clients throughout the ticket lifecycle.

• Provide guidance and reassurance, ensuring a professional and responsive service.

Minimum 2-3 years' experience in a technical support role, ideally in an MSP or similar environment.

• Strong technical knowledge across Microsoft 365, Windows Server, Active Directory, desktop support, and basic networking.

• Experience with RMM tools and ticketing systems.

• Comfortable resolving complex issues independently.

• Calm under pressure and able to manage. competing priorities.

• Strong written and verbal communication skills

• Certifications such as CompTIA, Microsoft, or networking credentials (desirable but not essential).

Pulled from the full job description

• Gym membership
• Free parking
• Company pension
• Private medical insurance
• Canteen
• Company events
• On-site parking, * Canteen
• Company events
• Company pension
• Free parking
• Gym membership
• On-site parking
• Private medical insurance

Muse Group

Muse Group empowers music makers. We create the world’s most popular content, apps and platforms for playing, recording and composing music.

Through our expansive music catalogs, educational expertise, innovative learning tools and free open-source software, we make it easier for millions — from beginners to experienced musicians — to be creative every day. 

The Muse community is now over 400 million strong. And we’re just getting started. 

Our future vision is of a world with over a billion music makers — and we have a drive to expand our influence into other creative spaces too.

What do we make?

We make essential resources for all kinds of creatives, from performers to podcasters. Learn more about the leading Muse Group products here.

Who are we?

Muse Group began life as Ultimate Guitar, the largest online global community of musicians. Eugeny Naidenov founded Ultimate Guitar in 1998, with a dream to make it easy for guitarists to play songs by Guns ‘N’ Roses and his other favorite rockers. From there, the site grew from a plucky, tab-sharing trailblazer into a global leader of online music publishing. 

In 2017, Ultimate Guitar acquired MuseScore, expanding its reach into sheet music. Muse Group has only continued to grow from there — and now includes Audacity, StaffPad and many more. 

In 2023, Muse Group acquired Hal Leonard, the legendary global sheet music publishers, adding an unparalleled music catalog and educational expertise to the team.

Today, we are an international, visionary team of creatives, music lovers and audio obsessives, developing products we could not live without.