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2nd Line Engineer
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2nd Line Engineer
About the Organisation
A fast-growing Managed Service Provider (MSP) based in Hertfordshire delivers managed IT services, cloud solutions, and cybersecurity support to a diverse client portfolio. Known for its strong technical capability, collaborative culture, and commitment to high-quality customer service, the company offers a supportive environment and clear progression pathways—with opportunities to advance into 3rd Line support.
Role Overview
The organisation is seeking an experienced 2nd Line Support Engineer to join its busy Service Desk team. You’ll provide advanced technical support, resolving escalated issues from 1st Line engineers while maintaining high customer satisfaction levels.
The role involves working across Microsoft 365, Azure, Windows Server, virtualisation platforms, networking, and endpoint support. Ideal for professionals who thrive in a fast-paced MSP environment and seek skills development within a growing organisation.
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Key Responsibilities
- Provide 2nd Line technical support, troubleshooting and resolving escalated incidents from 1st Line across:
- Microsoft 365/Office 365
- Azure
- Intune
- Windows Server environments
- Support and maintain virtualisation platforms (VMware or Hyper-V) and provide endpoint support for desktops, laptops, and mobile devices.
- Assist with networking troubleshooting, including TCP/IP, DNS, DHCP, and routing.
- Maintain clear, accurate, and up-to-date ticket documentation while consistently meeting SLA targets.
- Escalate complex or high-priority issues to 3rd Line engineers when necessary, contributing to a collaborative, customer-focused service desk team.
Essential Skills & Experience
- Proven experience as a 2nd Line Support Engineer, preferably within an MSP or managed IT services environment.
- In-depth knowledge of:
- Microsoft 365
- Azure
- Intune
- Windows Server
- Strong operational experience with virtualisation platforms (VMware or Hyper-V).
- Solid grasp of networking fundamentals, including TCP/IP, DNS, DHCP—with strong troubleshooting and analytical skills.
- Ability to operate effectively in a fast-paced service desk environment, with excellent communication skills (tech and non-tech audiences).
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Desirable Skills
- Microsoft certifications (e.g., MS-100, MS-500, AZ-104).
- Experience with PowerShell or basic scripting.
- Familiarity with monitoring, backup, or security tools.
Benefits
- Training and certification support
- Pension scheme
- Private healthcare
- 25 days annual leave + bank holidays + birthday leave
- Clear progression opportunities into the 3rd Line division within a collaborative, growing MSP environment
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Jessica, London
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