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- Tasks: Provide 2nd line support for Microsoft 365 and Aruba networks in a fast-paced environment.
- Company: Join a leading Managed Service Provider with a focus on client satisfaction.
- Benefits: Competitive pay, fully remote work, and opportunities for professional growth.
- Why this job: Make a real impact by solving technical issues for diverse clients.
- Qualifications: Experience in service desk roles and strong knowledge of Microsoft 365 and networking.
- Other info: Work autonomously in a dynamic team with excellent career advancement potential.
The predicted salary is between 39600 - 66000 £ per year.
Job Description
Job Title: 2nd Line Engineer – Service Desk (MSP)
Location: Fully Remote
Rate: Up to £220 per day (Outside IR35)
Duration: Initial 3 months
Our client, a leading MSP, is seeking an experienced 2nd Line Engineer to join their busy Service Desk team. You will play a critical role in delivering excellent support for Microsoft 365 and Aruba network infrastructures across a diverse range of clients, ensuring service quality and operational stability.
What you’ll do
- Provide 2nd line technical support within a multi-client MSP environment, taking escalation tickets from the 1st line team.
- Troubleshoot and resolve M365 issues (including Exchange Online, Teams, SharePoint, OneDrive), Azure AD and other Microsoft cloud services.
- Diagnose and support Aruba network systems (wired/wireless), including configuration, connectivity issues, access points and switches.
- Manage service desk tickets using ITSM tools, maintain accurate documentation and update knowledge-base articles.
- Work collaboratively with account managers and technical teams to ensure SLA compliance, client satisfaction and continuous improvement.
- Contribute to onboarding/migration projects, system updates or client site roll-outs where required.
What we’re looking for
- Extensive service-desk/2nd line experience within an MSP environment (multi-client, high volume).
- Strong technical expertise in Microsoft 365 (admin portal, troubleshooting services, identity management)
- Hands-on experience with Aruba networking technologies (preferably Aruba wired/wireless infrastructure).
- Solid background in networks (TCP/IP, DHCP, DNS, switching, wireless) and endpoint troubleshooting.
- Excellent customer-facing skills, ability to communicate clearly with technical and non-technical users.
- A proactive, organised mindset, comfortable working remotely and autonomously in a fast-paced, dynamic MSP setting.
Contact Detail:
IMT Resourcing Solutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Engineer
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work in MSPs. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Show off your skills! Prepare a mini portfolio or a list of your achievements related to Microsoft 365 and Aruba networking. This will help you stand out during interviews and showcase your hands-on experience.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or use online platforms to refine your responses. Focus on common technical questions related to service desk roles and customer support scenarios.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of opportunities waiting for you, and applying directly can sometimes give you an edge over other candidates.
How to prepare for a job interview at IMT Resourcing Solutions
✨Know Your Tech Inside Out
Make sure you brush up on your Microsoft 365 and Aruba networking knowledge. Be ready to discuss specific issues you've resolved in the past, as well as how you approach troubleshooting. This will show that you’re not just familiar with the tools, but that you can effectively use them in a real-world setting.
✨Showcase Your Customer Service Skills
Since this role involves a lot of client interaction, prepare examples of how you've handled difficult customer situations. Highlight your communication skills and how you ensure client satisfaction, as this is crucial for success in a service desk environment.
✨Familiarise Yourself with ITSM Tools
Get comfortable with common ITSM tools used for ticket management. If you have experience with any specific platforms, be ready to discuss how you’ve used them to maintain documentation and improve service delivery. This will demonstrate your ability to adapt quickly to their systems.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions during the interview. Think about how you would handle various technical issues or client requests. Practising these scenarios can help you articulate your thought process and problem-solving skills effectively.
