Purple Matrix
2nd Line Support Engineer
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
About the Role
We are an established IT managed services provider seeking a skilled support professional to join our team. The ideal candidate will be confident resolving a broad range of computing, networking, and cloud-based challenges for our clients.
In this role, you'll work across a broad mix of client industries, gaining exposure to varied technical environments through both remote support and hands-on, in-person work. You'll take ownership of technical issues from start to finish, applying strong problem-solving skills while managing your time and workload effectively.
This is a great opportunity to join a collaborative team that values individual initiative, and to build your technical skillset in a dynamic environment. If you're passionate about delivering outstanding IT support, we'd love to hear from you.
Key Responsibilities
- Visit London-based clients on a regular basis to resolve day-to-day IT issues, working closely with the in-house team and ticketing systems.
- Manage workload effectively, prioritising multiple open tickets while meeting SLA targets for incidents, requests, and problems.
- Provide technical maintenance and support for all IT hardware and software used by end users.
- Assume complete technical responsibility for incidents, requests, and problems, conducting comprehensive diagnostics with end users to facilitate ticket resolution and project completion.
- Carry out regular maintenance and patching across infrastructure, endpoints, and servers.
- Act as an escalation point for support calls from other tiers, ensuring timely, well-managed handling through to resolution.
- Deliver onsite technical support, engaging confidently and professionally with stakeholders at all levels of the organisation.
- Occasional travel to European clients as business needs require.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Personal Attributes
- The ideal candidate can explain technical concepts clearly to non-technical users, and brings patience and empathy to supporting end-users through IT difficulties.
- Customer-centric approach, with a genuine commitment to prioritising client needs.
- Strong client interaction skills, both verbal and written.
- Logical, systematic approach to troubleshooting technical issues.
- Excellent time management and ability to prioritise effectively and work within deadlines.
- Quick to research and learn new technologies and solutions, even under pressure.
- Strong team player, sharing knowledge and expertise to support wider team collaboration.
Essential Experience
- Previous experience in a similar role at an IT Managed Service Provider (MSP), such as Second Line IT Support or IT Field Engineer.
- MSP experience is essential. Candidates without MSP background will not be considered for this role.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Desirable Technical Exposure
- Experience with the following is advantageous, though not exhaustive:
- Windows Server & Windows Desktop
- Microsoft Azure
- Microsoft 365
- Active Directory & Azure AD
- DNS, DHCP, Group Policy
- Backup - configuration, maintenance, and troubleshooting
- Networking (switches, subnets, LAN/WAN, DNS)
Location & Salary
Our office is based in N1, London. Candidates must reside within a reasonable commuting distance, as this role requires regular travel to client sites across London alongside office-based work. Please note this position is fully on-site, it is not hybrid or remote.
Salary is negotiable, depending on experience.
Job Type
- Full-time, Permanent
- Schedule: Monday to Friday
Benefits
- Casual dress
- Company events
- Cycle to work scheme
- Length-of-service bonus structure
- Birthday day off
- Additional holiday allowance based on length of service
Experience
- IT Support in an MSP environment: 2 years (required)
Work Authorisation
- United Kingdom (required)
Work Location
- In person
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills
Location