At a Glance
- Tasks: Lead complex support issues and mentor Tier 1 Engineers in a dynamic environment.
- Company: Award-winning Microsoft-focused MSP with a strong technical culture.
- Benefits: Competitive salary, training, hybrid work, and clear progression opportunities.
- Other info: Join a friendly team and work with cutting-edge cloud and security technologies.
- Why this job: Make an impact in service delivery while advancing your career in tech.
- Qualifications: Experience in 2nd Line Support and strong Microsoft technology skills.
The predicted salary is between 40000 - 45000 € per year.
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) in Norwich employer: Applause IT Recruitment Ltd
Join an award-winning Microsoft-focused MSP 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'll 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 experienced engineering team dedicated to delivering exceptional service.
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) in Norwich
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend meetups, and engage on platforms like LinkedIn. You never know who might have the inside scoop on job openings or can refer you directly.
✨Tip Number 2
Prepare for interviews by brushing up on your technical skills and customer communication techniques. Practice common scenarios you might face as a 2nd Line Support Engineer, especially around troubleshooting Microsoft technologies.
✨Tip Number 3
Showcase your problem-solving abilities during interviews. Use real-life examples where you’ve successfully resolved complex issues or improved service delivery. This will highlight your experience and proactive mindset.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are genuinely interested in joining our award-winning team.
We think you need these skills to ace 2nd Line Support Engineer (Escalations / Microsoft / MSP) in Norwich
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your experience in 2nd Line Support and any specific Microsoft technologies you've worked with. We want to see how your skills match up with what we're looking for, 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 the perfect fit for our team. Mention your passion for customer service and how you’ve handled complex support issues in the past. We love a good story!
Show Off Your Communication Skills:Since this role involves a lot of customer interaction, make sure your written application reflects your excellent communication skills. Keep it clear, concise, and professional – we want to see that you can communicate effectively with customers and colleagues alike.
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 us you’re keen on joining our awesome 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 will showcase your technical expertise and problem-solving skills.
✨Show Off Your Communication Skills
Since this role 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, as these stories will highlight your ability to connect with others.
✨Demonstrate Your Proactive Approach
Prepare to discuss how you've identified recurring issues and improved processes in previous roles. Companies love candidates who take initiative, so think of specific examples where your proactive mindset made a difference in service delivery.
✨Be Ready for Scenario-Based Questions
Expect questions that put you in real-life support situations. Practice responding to hypothetical scenarios, such as handling a major outage or escalating an issue to Tier 3. This will help you demonstrate your calmness under pressure and prioritisation skills.
