Intellect Group
2nd Line Service Desk Engineer (MSP)
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2nd Line Service Desk Engineer (MSP)
💼 2nd Line Service Desk Engineer (MSP) 📍 London – Onsite/In Office (5 Days per Week) 💰 £35,000 – £40,000 + Benefits
I’m working with a growing and well-established Managed Service Provider (MSP) in London that is looking to add an experienced and adaptable 2nd Line Service Desk Engineer to their dynamic support team.
This role is ideal for someone who thrives in an MSP environment, enjoys working across a wide variety of client setups, and is confident taking ownership of escalated technical issues. You’ll be supporting multiple clients across different industries, so the ability to quickly understand new environments and deliver a consistently high level of service is key.
🛠 The Role You’ll act as a key escalation point within the service desk, supporting a diverse client base and handling a broad range of technical issues. Responsibilities include: Providing 2nd line support across multiple client environments, with occasional 1st line escalation support Acting as a professional and approachable point of contact for client technical issues Troubleshooting complex Windows OS, desktop, and application issues across varied infrastructures Supporting and administering Microsoft 365 environments across different tenants Managing Active Directory / Entra ID across multiple domains and client setups Supporting Exchange Online, mail flow, and email security troubleshooting Handling device builds, deployments, onboarding, and user migrations across clients Supporting mobile device management and endpoint configuration Working with RMM tools and ticketing systems to manage workload effectively Assisting with client onboarding, infrastructure upgrades, and project delivery Collaborating with 3rd line engineers on escalated issues and root cause analysis
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✅ What We’re Looking For
Essential Skills & Experience: Proven experience in a 2nd line IT support role within an MSP environment Experience supporting multiple clients and varied IT environments Strong customer service skills with confident client-facing communication Ability to prioritise and manage a busy, fast-paced ticket queue Solid troubleshooting experience across modern Windows environments Good working knowledge of Microsoft 365 (Exchange Online, Teams, SharePoint, Office apps) Experience administering Active Directory / Entra ID Experience supporting email systems and resolving mail flow issues Hands-on experience with desktop/laptop builds, deployments, and migrations
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⭐ Desirable (Nice to Have) Experience with RMM and PSA tools (e.g. ConnectWise, Autotask, NinjaRMM) Exposure to Microsoft Intune / Endpoint Manager / Conditional Access Basic networking knowledge (DNS, DHCP, VLANs, IP addressing, subnetting) Experience with firewalls such as SonicWall, WatchGuard, or Fortinet Familiarity with email security tools (e.g. Mimecast, Barracuda) Experience supporting both Windows and Apple Mac environments Previous involvement in client onboarding or project work
🌍 Working Pattern This is a fully onsite role in London (5 days per week), working as part of a collaborative service desk team supporting a wide-ranging client base.
🚀 Why Apply? Work across a diverse range of client environments and technologies Gain strong exposure to MSP operations and best practices Opportunity to develop into 3rd line or project-focused roles Be part of a fast-paced, technically engaging support team
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