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Second Line Support Engineer
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About the Business
A fast-growing managed service provider based in Hertfordshire, delivering managed IT services, cloud solutions, and cyber security support to a diverse portfolio of clients. Known for strong technical capability and a collaborative team culture, with clear progression pathways for staff.
About the Role
We're looking for an experienced 2nd Line Support Engineer to join a busy Service Desk team, providing advanced technical support and resolving escalated issues from 1st Line engineers. The role spans Microsoft 365, Azure, Windows Server environments, virtualisation platforms, networking, and endpoint support. This is a strong fit for someone who thrives in a fast-paced MSP environment and wants to progress into 3rd Line support.
What You'll Be Doing
- Providing 2nd Line technical support, handling escalated tickets from 1st Line engineers
- Troubleshooting and resolving issues across Microsoft 365/Office 365, Azure, Intune, and Windows Server environments
- Supporting and maintaining virtualisation platforms (VMware or Hyper-V)
- Providing endpoint support for desktops, laptops, and mobile devices
- Assisting with networking troubleshooting including TCP/IP, DNS, DHCP, and routing
- Maintaining clear, accurate, and up-to-date ticket documentation
- Ensuring SLA targets are consistently met
- Escalating complex or high-priority issues to 3rd Line engineers when required
- Contributing positively to a collaborative, customer-focused service desk team
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What We're Looking For
Essential:
- Proven experience in a 2nd Line Support Engineer role
- Strong working knowledge of Microsoft 365, Azure, Intune, and Windows Server
- Experience with virtualisation technologies (VMware or Hyper-V)
- Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP)
- Excellent troubleshooting and analytical skills
- Ability to work efficiently in a fast-paced service desk environment
- Strong communication skills, able to support both technical and non-technical users
- Right to work in the UK (no sponsorship available)
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Desirable:
- Previous experience within an MSP or managed IT services environment
- Microsoft certifications (e.g. MS-100, MS-500, AZ-104)
- Experience with PowerShell or basic scripting
- Familiarity with monitoring, backup, or security tools
What's On Offer
- Salary up to £37,000 depending on experience
- Training and certification support
- Pension scheme
- Private healthcare
- 25 days annual leave plus bank holidays and birthday leave
- Clear progression opportunities into the 3rd Line division
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