IT Support Engineer – 2nd Line (Service Desk)
An exciting opportunity for a 2nd Line IT Support Engineer to provide technical support, troubleshooting and cloud-based solutions across Microsoft environments within a fast-paced MSP setting.
If you’ve also worked in the following roles, we’d also like to hear from you: IT Support Technician, Service Desk Engineer, Technical Support Engineer, IT Helpdesk Analyst.
SALARY: £34,000 to £38,000 per annum (DOE) + Benefits
LOCATION: Hybrid Working (3 Days in the City of London Office (EC1N) and 2 Days Work from Home)
JOB TYPE: Full-Time, Permanent
WORKING HOURS: 35 Hours per Week, Monday to Friday
JOB OVERVIEW
We have a fantastic new job opportunity for a 2nd Line IT Support Engineer to join a collaborative organisation delivering IT support, cloud computing and managed services solutions.
As a 2nd Line IT Support Engineer you will provide advanced technical support across Microsoft 365, Azure, networking and infrastructure environments, resolving escalated service desk issues.
Working as a 2nd Line IT Support Engineer you will take ownership of incidents, ensuring timely resolutions in line with SLAs while delivering excellent customer service and clear communication.
This role offers strong career progression, ongoing training and exposure to modern technologies within a supportive and fast-paced MSP environment.
DUTIES
Your duties as the 2nd Line IT Support Engineer include:
- Provide Advanced Support: Resolve escalated incidents and service requests from 1st Line teams
- Troubleshoot Systems: Diagnose and resolve issues across Microsoft Azure, Microsoft 365, AVD and networking environments
- Manage Incidents: Take ownership of support tickets through to resolution in line with SLAs
- Communicate with Customers: Deliver clear updates and technical guidance to users and stakeholders
- Escalate when Required: Work with senior engineers, providing detailed diagnostics and analysis
- Maintain Documentation: Accurately update ITSM systems and contribute to knowledge sharing
- Support Service Desk: Assist with ticket triage and inbound calls during peak periods
CANDIDATE REQUIREMENTS
- Previous experience in an MSP environment within IT support or service desk roles
- Strong knowledge of Microsoft 365 including Outlook, OneDrive, SharePoint and Teams
- Experience supporting Windows 11 and Mac OS
- Experience with Windows Server, Active Directory, DNS and Event Viewer
- Proven experience of troubleshooting networking and infrastructure issues
- Experience managing user accounts, Azure AD and MFA configuration
- Exposure to Conditional Access and cybersecurity best practices
- Excellent customer service and communication skills with a strong telephone manner
- Ability to prioritise workload, work under pressure and meet deadlines
- Relevant Microsoft certifications including AZ-900, MS-900, SC-900 and MS-102
BENEFITS
- Learning and development opportunities including Microsoft certifications
- Career progression opportunities
- 21 days holiday (increasing after 3 years of service) plus public holidays
- Birthday day off
- Private healthcare after probation
- 40% off gym membership
- Pension scheme from day one
- Cycle to work scheme
- Eyecare vouchers
- Social events and team activities
- Electric car scheme after 2 years of service
- Recruitment referral scheme
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