Position Overview

We are seeking a skilled and motivated 2nd Line Service Desk Engineer to join our technical team. This role is responsible for providing second-line support, managing escalations from 1st Line Engineers, and assisting with project work both remotely and on-site.

The ideal candidate will bring strong technical expertise, experience working within an MSP environment, and a customer-focused mindset.

Key Responsibilities

• Provide 2nd Line support for customer hardware and software issues.

• Troubleshoot and resolve issues escalated from the 1st Line team.

• Respond to alerts from monitoring systems to perform proactive maintenance.

• Handle incoming customer calls and create support tickets when necessary.

• Mentor and support 1st Line Engineers with escalations and queries.

• Maintain accurate documentation of client environments, systems, and procedures.

• Perform on-site visits for installations, troubleshooting, and maintenance.

• Participate in and support infrastructure projects such as:

  • System upgrades and migrations

  • Virtualisation deployments

  • Disaster recovery implementations

Essential Skills & Experience

• Strong knowledge of Windows Desktop and Server environments.

• Proven experience with Microsoft 365 and Entra ID.

• Familiarity with Intune-managed devices.

• Good understanding of networking protocols (DNS, DHCP) and hardware (routers, switches, firewalls, access points).

• Ability to troubleshoot iOS and Android mobile devices.

• Experience with RMM, NGAV, MDR, and Email Security platforms.

• Excellent communication skills with the ability to explain technical issues in a clear, user-friendly manner.

• Excellent spoken and written English.

• Full, clean UK Driving Licence with the ability to travel to client sites as needed.

• Minimum 18 months of experience in an MSP environment.

Desirable Qualifications

Formal IT certifications are not required.-we value practical experience and technical capability. However, relevant qualifications (e.g., Microsoft, CompTIA, Cisco) are a plus.

Benefits

• Company pension

• Private medical and dental insurance

• Company events

• Minimal travel outside South-East London and Kent

• Career development and internal progression opportunities

Working Hours

• Schedule: Monday to Friday

• Location: Primarily office-based with travel to client sites as required

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