2nd Line Service Desk Engineer

2nd Line Service Desk Engineer

Our Client

Established IT Managed Service Provider (MSP)

About Our Client

Our client is an established and growing Managed Service Provider (MSP) with over two decades of experience delivering high-quality IT support and technology solutions to businesses.

They help business leaders take control of their technology with clarity and confidence, going beyond reactive IT support to develop strategic technology roadmaps that align with wider business objectives.

Their approach focuses on simplifying, standardising and securing IT environments, while placing people and customer service at the heart of everything they do.

With an excellent reputation for client retention, they pride themselves on taking ownership of technical challenges, delivering the right outcomes and building long-term relationships with their customers.

As the business continues to grow, they are looking to appoint an experienced 2nd Line Service Desk Engineer to join their supportive and technically skilled service desk team.

The Role

Our client's customers rely on their IT services to keep their businesses running smoothly. While the 1st line team handles day-to-day support requests, more complex technical issues are escalated to the 2nd line team.

As a 2nd Line Service Desk Engineer, you will act as a key escalation point, taking ownership of complex support tickets across a varied client base, identifying root causes and ensuring issues are resolved effectively.

This is an excellent opportunity to gain broad, hands-on experience across Microsoft 365, Azure, cyber security, networking, infrastructure and backup technologies, supporting multiple customer environments rather than a single internal IT estate.

Alongside technical support, you will contribute to improving service desk processes, mentoring junior engineers and developing the team's technical knowledge.

Our client is committed to professional development, offering support towards industry-recognised certifications and clear opportunities for career progression as the business expands.

What Success Looks Like

Within your first six months, you will

• Develop a strong understanding of customer IT environments and confidently manage technical escalations independently.
• Resolve support tickets within agreed service commitments, maintaining clear notes and accurate technical documentation.

Within your first year, you will

• Become a trusted escalation point for the 1st line team, helping colleagues resolve more issues at first contact.
• Contribute to the internal knowledge base, ensuring common technical fixes are documented and repeatable.
• Proactively identify recurring technical problems and help implement long-term solutions that address root causes.

How Performance Will Be Measured

Our client takes a collaborative approach to setting performance expectations, with agreed targets typically covering:

• Response and resolution times against customer service commitments and SLAs.
• Customer satisfaction and quality of service.
• Accuracy and quality of ticket notes and technical documentation.
• Contributions to the knowledge base and support provided to 1st line colleagues.

About You

This is a hands-on technical position suited to someone with solid experience supporting business customers, ideally within a Managed Service Provider environment.

You will be comfortable working across multiple customer environments, managing competing priorities and troubleshooting a broad range of technical issues throughout the day.

You will be well suited to this opportunity if you:

• Take ownership of technical problems and see issues through to resolution.
• Can communicate complex technical information clearly to non-technical users.
• Remain calm, organised and methodical when managing a busy workload.
• Enjoy investigating root causes rather than simply applying temporary fixes.
• Are motivated to develop your technical knowledge and share your expertise with colleagues.

This role may be less suitable if you

• Prefer supporting a single internal IT environment rather than multiple customers.
• Prefer escalating problems rather than taking ownership through to resolution.
• Are seeking a purely infrastructure-focused position without customer-facing responsibilities.

Key Responsibilities

2nd Line Technical Support

• Provide 2nd line IT support via telephone, email, remote sessions and occasional on-site visits.
• Take ownership of tickets escalated from 1st line support, ensuring timely resolution in line with agreed customer service commitments.
• Assist with smaller customer projects, including user onboarding, device deployments and Microsoft 365 migrations.

Microsoft 365 and Cloud Technologies

• Support and administer Microsoft 365 environments, including Exchange Online, Microsoft Teams, SharePoint, OneDrive, Entra ID and Intune.
• Troubleshoot and support customer workloads hosted within Microsoft Azure.

Infrastructure and Networking

• Support Windows and Mac endpoints, Windows Server, Active Directory and Group Policy.
• Diagnose and resolve networking issues involving LAN, WAN, Wi-Fi, firewalls, switches, VLANs and VPNs.
• Support virtualised infrastructure using VMware and Hyper-V.

Cyber Security, Backup and Disaster Recovery

• Manage and monitor security solutions, including endpoint protection, multi-factor authentication (MFA), email security and device encryption.
• Install, configure, and manage backup and Business Continuity and Disaster Recovery (BCDR) solutions.
• Assist with disaster recovery activities and ensure customer environments remain secure and resilient.

Team Collaboration and Customer Relationships

• Mentor and support 1st line engineers, sharing technical knowledge and troubleshooting best practices.
• Maintain accurate service desk ticket notes and contribute to internal technical documentation and knowledge resources.
• Build positive, professional relationships with customers, ensuring a consistently high standard of service.

You will work with ConnectWise as the core service management platform, alongside a range of Remote Monitoring and Management (RMM), cyber security, and backup technologies used to deliver managed IT services.

Skills and Experience Required

Essential Requirements

• A minimum of 2 years' experience working within an MSP environment.
• Strong administration and troubleshooting skills across Microsoft 365.
• Solid experience supporting Windows 10/11, Windows Server, Active Directory and Group Policy.
• Good networking knowledge, including TCP/IP, DNS, DHCP, VLANs, VPNs and firewalls.
• Experience supporting Microsoft Azure environments.
• Hands-on virtualisation experience using VMware or Hyper-V.
• Experience installing, configuring, and managing security, backup, and BCDR solutions.
• Experience working with service desk ticketing systems and RMM tools.
• Strong communication skills, with the ability to explain technical issues clearly to non-technical users.