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- Tasks: Provide advanced IT support and troubleshoot issues in a fast-paced environment.
- Company: Join a collaborative MSP delivering innovative IT solutions.
- Benefits: Enjoy hybrid working, competitive salary, and 21 days holiday plus perks.
- Other info: Great career progression and learning opportunities await you!
- Why this job: Make a real impact while developing your skills with modern technologies.
- Qualifications: Experience in IT support and strong knowledge of Microsoft environments required.
The predicted salary is between 30000 - 40000 £ per year.
An exciting opportunity for a 2nd Line IT Support Engineer to provide technical support, troubleshooting and cloud-based solutions across Microsoft environments within a fast-paced MSP setting.
Hybrid Working (3 Days in the City of London Office (EC1N) and 2 Days Work from Home)
Job Type: Full-Time, Permanent
Working Hours: 35 Hours per Week, Monday to Friday
Career Progression Opportunities
As a 2nd Line IT Support Engineer you will provide advanced technical support across Microsoft 365, Azure, networking and infrastructure environments, resolving escalated service desk issues. You will take ownership of incidents, ensuring timely resolutions in line with SLAs while delivering excellent customer service and clear communication. This role offers strong career progression, ongoing training and exposure to modern technologies within a supportive and fast-paced MSP environment.
Your duties as the 2nd Line IT Support Engineer include:
- Diagnose and resolve issues across Microsoft Azure, Microsoft 365, AVD and networking environments
- Escalate when Required: Work with senior engineers, providing detailed diagnostics and analysis
- Support Service Desk: Assist with ticket triage and inbound calls during peak periods
- Previous experience in an MSP environment within IT support or service desk roles
- Strong knowledge of Microsoft 365 including Outlook, OneDrive, SharePoint and Teams
- Experience supporting Windows 11 and Mac OS
- Experience with Windows Server, Active Directory, DNS and Event Viewer
- Proven experience of troubleshooting networking and infrastructure issues
- Experience managing user accounts, Azure AD and MFA configuration
- Exposure to Conditional Access and cybersecurity best practices
- Excellent customer service and communication skills with a strong telephone manner
- Relevant Microsoft certifications including AZ-900, MS-900, SC-900 and MS-102
Learning and development opportunities including Microsoft certifications.
Benefits include:
- 21 days holiday (increasing after 3 years of service) plus public holidays
- Birthday day off
- Private healthcare after probation
- 40% off gym membership
- Pension scheme from day one
- Cycle to work scheme
- Eyecare vouchers
- Social events and team activities
- Electric car scheme after 2 years of service
- Recruitment referral scheme
2nd Line Support (Service Desk Engineer) (Permanent) in London employer: AWD Online
Contact Detail:
AWD Online Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Support (Service Desk Engineer) (Permanent) in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT world, especially those who work in MSPs. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills. Make sure you can confidently discuss Microsoft 365, Azure, and troubleshooting techniques. We want you to shine when it comes to showcasing your expertise!
✨Tip Number 3
Don’t forget to follow up after your interview! A quick thank-you email can keep you fresh in their minds and show that you’re genuinely interested in the role. Plus, it’s a great chance to reiterate why you’d be a perfect fit.
✨Tip Number 4
Apply through our website for the best chance at landing the job! We love seeing applications directly from candidates who are eager to join our team. It shows initiative and enthusiasm, which we totally appreciate!
We think you need these skills to ace 2nd Line Support (Service Desk Engineer) (Permanent) in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the 2nd Line IT Support Engineer role. Highlight your experience with Microsoft 365, Azure, and any relevant certifications. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about IT support and how you can contribute to our team. Keep it concise but engaging – we love a good story!
Show Off Your Customer Service Skills: Since this role involves excellent customer service, make sure to mention any relevant experiences where you've gone above and beyond for customers. We value clear communication and a strong telephone manner!
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’s super easy – just a few clicks and you’re done!
How to prepare for a job interview at AWD Online
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Microsoft 365, Azure, and networking. Be ready to discuss specific troubleshooting scenarios you've encountered in the past. This will show that you’re not just familiar with the tools but can also apply them effectively.
✨Show Off Your Customer Service Skills
Since this role involves a lot of customer interaction, prepare examples of how you've provided excellent service in previous positions. Think about times when you turned a frustrated user into a satisfied one – those stories will resonate well!
✨Practice Problem-Solving on the Spot
Expect some technical questions or scenarios during the interview. Practise explaining your thought process while troubleshooting a problem. This will demonstrate your analytical skills and ability to think on your feet, which is crucial for a 2nd Line Support role.
✨Ask Insightful Questions
Prepare a few thoughtful questions about the company culture, team dynamics, or the technologies they use. This shows your genuine interest in the role and helps you assess if it’s the right fit for you too!