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Join a UK-based MSP/MSSP, passionate about delivering exceptional IT services and solutions. With a team which thrives on collaboration, innovation, and ensuring their clients succeed through technology. As a part of the team, you’ll work in a fast-paced, engaging environment where you’ll have the opportunity to grow your skills and advance your career.

Overview

Are you a driven 2nd Line Support Engineer looking to join a dynamic Service Desk team. The successful candidate will work alongside other Service Desk members to provide advanced technical support to clients, resolving escalated incidents and ensuring seamless IT operations for businesses of all sizes.

This role is ideal for an engineer with a passion for troubleshooting, delivering outstanding customer service, and working with a variety of technologies in a fast-paced MSP/MSSP environment.

Key Responsibilities

Incident and Service Request Management

* Act as a primary escalation point for 1st Line Support Engineers for technical issues requiring advanced troubleshooting.

* Diagnose, troubleshoot, and resolve complex technical incidents related to desktops, servers, networks, and cloud services.

* Handle and resolve service requests efficiently while meeting or exceeding SLAs.

Technical Support

* Provide support for a wide range of client environments, including Windows Server, Microsoft 365, networking equipment, and business-critical applications.

* Perform root cause analysis for recurring incidents and implement permanent solutions.

* Maintain, monitor, and configure IT infrastructure, including servers, storage devices, switches, and firewalls.

Collaboration and Escalations

* Work closely with the Service Desk Team Leader to ensure high levels of service delivery.

* Collaborate with Solutions Engineers and Pre-Sales/3rd Line Engineers for more complex client requirements or escalations.

* Provide technical guidance to 1st Line Support Engineers, assisting with their development and knowledge growth.

Documentation and Reporting

* Ensure all tickets, incidents, and requests are fully documented in the ticketing system.

* Maintain accurate and up-to-date client documentation, including infrastructure diagrams and asset inventories.

* Contribute to internal knowledge bases, ensuring the team has access to comprehensive troubleshooting resources.

Required Skills and Experience

Technical Skills:

* Operating Systems: Proficient in Microsoft Windows 10/11 and Windows Server (2016/2019/2022), MacOS.

* Cloud Platforms: Strong experience with Microsoft 365 administration, including Exchange Online, SharePoint, and Teams.

* Networking: Solid understanding of networking concepts, including TCP/IP, DNS, DHCP, VLANs, and VPNs.

* Troubleshooting: Proficient in diagnosing and resolving issues related to hardware, software, and networks.

* Security: Awareness of cybersecurity principles, antivirus tools, and access control best practices.

* Remote Monitoring Tools: Experience with RMM (Remote Monitoring and Management) platforms and ticketing systems.

Soft Skills:

* Excellent problem-solving and analytical thinking abilities.

* Strong communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.

* Highly organised with the ability to prioritise tasks effectively in a fast-paced environment.

* Exceptional customer service skills and a proactive, solution-focused mindset.

Experience:

* Minimum 2+ years of experience in a 2nd Line IT Support role, preferably within an MSP or MSSP environment.

* Proven ability to work with and troubleshoot Apple and Windows-based systems, Microsoft 365, and networking environments.

Certifications (Desirable):

* CompTIA Network+ / Security+

* Microsoft Certified: Modern Desktop Administrator Associate or Azure Administrator Associate

* Any additional certifications in cybersecurity or cloud platforms (e.g., AWS, Azure)

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