At a Glance
- Tasks: Act as a senior escalation point, troubleshoot complex issues, and mentor Tier 1 Engineers.
- Company: Award-winning Microsoft-focused MSP with a strong technical culture.
- Benefits: Competitive salary, training, hybrid work, and clear progression opportunities.
- Other info: Work with modern cloud, security, and AI technologies in a friendly environment.
- Why this job: Join a dynamic team and influence service delivery while advancing your career.
- Qualifications: Experience in 2nd Line Support, strong Microsoft skills, and excellent communication.
An award-winning Microsoft-focused MSP is looking for a Senior 2nd Line Support Engineer to join its growing Service Desk team. This is more than a typical 2nd line support role. You'll act as a senior escalation point for the Service Desk - combining strong technical troubleshooting skills with excellent customer communication, ownership and commercial awareness. You'll support a highly capable Tier 1 team, help improve service delivery standards and work closely with Service Desk leadership to ensure customers receive a first-class experience. There are also genuine progression opportunities into Team Leadership, Service Delivery or Pre-Sales as the business continues to grow.
The Role
- Acting as the senior escalation point for complex support issues
- Supporting and mentoring Tier 1 Engineers
- Troubleshooting Microsoft 365, Azure and infrastructure issues
- Investigating and responding to security alerts from SOC / SIEM platforms
- Supporting Cisco Meraki networking environments
- Managing issues through to resolution with clear customer communication throughout
- Identifying recurring technical or service trends and helping improve processes
- Producing documentation and knowledge sharing material
- Working closely with Service Desk Management and senior technical teams
- Escalating to Tier 3 teams where required
Technical Environment
- Microsoft 365
- Azure
- Windows Server / Active Directory
- Cisco Meraki
- Endpoint Manager / Intune
- MFA / Security tooling
- SIEM / EDR platforms
- Hyper-V
- Windows, Mac, iPhone and Android device support
What They're Looking For
- Previous experience in a 2nd Line Support or Escalation role within an MSP environment
- Strong Microsoft technology experience
- Excellent communication and customer-facing skills
- Someone proactive, organised and calm under pressure
- Ability to prioritise multiple issues effectively
- Commercial awareness and a customer-first mindset
- A team player who enjoys mentoring and improving service standards
- Someone ambitious who wants to continue developing their career
Why Join?
- Award-winning MSP and Microsoft Solutions Partner
- Strong technical and collaborative culture
- Weekly formal training and paid certifications
- Hybrid working
- Exposure to modern cloud, security and AI technologies
- Clear progression opportunities
- Friendly, highly experienced engineering team
If you're an experienced MSP Support Engineer looking for a role where you can build credibility, influence service delivery and progress your career beyond traditional support, we'd love to hear from you.
2nd Line Support Engineer (Escalations / Microsoft / MSP) employer: Applause IT Recruitment Ltd
Join an award-winning Microsoft-focused Managed Service Provider in Central London, where you'll not only enhance your technical skills but also enjoy a collaborative and supportive work culture. With a strong emphasis on employee growth, you will have access to weekly training, paid certifications, and clear pathways for progression into leadership roles. This is a unique opportunity to work with cutting-edge technologies while being part of a friendly and highly experienced engineering team that values your contributions.
Contact Detail:
Applause IT Recruitment Ltd Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line Support Engineer (Escalations / Microsoft / MSP)
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend meetups, and engage in online forums. You never know who might have the inside scoop on job openings or can refer you directly.
✨Tip Number 2
Prepare for those interviews by practising common technical questions related to Microsoft technologies. Brush up on your troubleshooting skills and be ready to showcase your problem-solving abilities with real-life examples.
✨Tip Number 3
Don’t underestimate the power of follow-ups! After an interview, send a quick thank-you email to express your appreciation. It keeps you fresh in their minds and shows your enthusiasm for the role.
✨Tip Number 4
Apply through our website for the best chance at landing that dream job! We love seeing candidates who are proactive and engaged with our company. Plus, it makes tracking your application easier for us!
We think you need these skills to ace 2nd Line Support Engineer (Escalations / Microsoft / MSP)
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your experience in 2nd Line Support and any relevant Microsoft technologies. We want to see how your skills match the role, so don’t be shy about showcasing your achievements!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re passionate about this role and how you can contribute to our team. We love seeing genuine enthusiasm for the position.
Showcase Your Communication Skills:Since this role involves excellent customer communication, make sure your application reflects your ability to convey complex information clearly. We appreciate candidates who can demonstrate their customer-first mindset.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Applause IT Recruitment Ltd
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Microsoft 365, Azure, and other relevant technologies. Be prepared to discuss specific troubleshooting scenarios you've encountered in the past, as this role requires strong technical skills.
✨Show Off Your Communication Skills
Since this position involves a lot of customer interaction, practice explaining complex technical issues in simple terms. Think about examples where you've successfully communicated with customers or mentored Tier 1 engineers.
✨Demonstrate Your Problem-Solving Mindset
Prepare to discuss how you've handled escalated issues in previous roles. Highlight your ability to stay calm under pressure and prioritise multiple tasks effectively, as these are key traits for success in this role.
✨Express Your Ambition and Team Spirit
Let them know you're eager to grow within the company. Talk about your career goals and how you see yourself contributing to the team’s success. Mention any experience you have in mentoring others, as this will resonate well with their focus on service improvement.
