At a Glance
- Tasks: Resolve complex technical issues and ensure excellent customer outcomes.
- Company: Join Atech, a leading Microsoft Partner with a collaborative culture.
- Benefits: Enjoy remote work, 34 days leave, and extensive training opportunities.
- Other info: Flexible benefits and a supportive environment for career growth.
- Why this job: Develop your tech skills while making a real impact in customer support.
- Qualifications: Experience in IT support and strong troubleshooting skills required.
The predicted salary is between 31500 - 38500 £ per year.
As a Customer Support Engineer (2nd Line), you'll act as the main escalation point for incidents and service requests that cannot be resolved by 1st Line support. Working within our Managed Services team, you'll take ownership of complex technical issues through to resolution, identify root causes, and collaborate with 3rd Line engineers, Platform Engineering teams, and technology vendors to ensure excellent customer outcomes.
This role is ideal for someone with previous 2nd Line, Service Desk, MSP, or Infrastructure Support experience who enjoys troubleshooting across Microsoft technologies and delivering exceptional customer service.
Working closely with colleagues, customers, and partners, you'll:
- Own escalated incidents and service requests through to resolution within agreed SLAs
- Troubleshoot issues across Azure, Microsoft 365, Windows, networking, security, hardware and software platforms
- Escalate complex issues to 3rd Line support or vendors with complete diagnostic information
- Manage vendor support cases through to successful resolution
- Support major incidents, security incidents, and post-incident reviews
- Perform maintenance activities including patching, backup restores, and controlled changes
- Identify recurring issues and contribute to root cause analysis and problem management
- Create and maintain knowledge articles, technical documentation, and operational runbooks
- Coach and support 1st Line engineers by sharing knowledge and repeatable solutions
- Maintain accurate configuration and asset records
- Assist with customer onboarding and service improvement initiatives
This is an excellent opportunity for someone looking to develop their technical expertise across Microsoft cloud, infrastructure, networking, and end-user technologies while working in a customer-focused Managed Services environment.
We want to hear from you if you:
Essential
- Proven experience in an IT support role, ideally within a Managed Service Provider (MSP)
- Experience working in an ITIL-based service environment and following change management processes
- Strong troubleshooting skills across Microsoft Azure, Microsoft 365, Windows, networking, hardware and software
- Experience using ticketing, monitoring and remote support tools
- Excellent communication and customer service skills
- Able to manage multiple priorities and work effectively within SLA-driven environments
- Commitment to achieving the required Microsoft certification relevant to your support pod
Desirable
- ITIL 4 Foundation certification
- Experience supporting Azure and Microsoft 365 environments
- Exposure to Entra ID, Conditional Access, Intune, Defender, Azure Virtual Desktop, or Exchange Online
- PowerShell scripting and automation experience
- Previous experience within a Managed Services environment
- Microsoft certifications such as AZ-104, MD-102, MS-700, SC-200, or related technologies
Don't tick every box? We'd still love to hear from you. We're looking for customer-focused technical professionals with strong troubleshooting skills, a proactive mindset, and a passion for continuous learning. If you're eager to develop your technical expertise and build a successful career within Managed Services, we encourage you to apply.
What's in it for me?
- Remote role with occasional travel to our London and Swindon offices required
- 34 days annual leave including bank holidays and your birthday off
- 4x salary life assurance for added peace of mind
- Enhanced family leave, including 26 weeks' full pay for maternity and adoption leave, and 3 weeks' full pay for paternity leave
- Company pension scheme with employer contributions
- 12 dedicated training days per year, plus full access to LinkedIn Learning to support your professional development
- Flexible benefits platform offering Cycle to Work, Tech Scheme, gym membership discounts, retail savings, and more
- Tax-efficient salary sacrifice electric vehicle scheme, making it easier and more affordable to drive a new EV
- Health and wellbeing support, including healthcare cash plans and optional critical illness cover
- Employee Assistance Programme (EAP) providing confidential support and counselling whenever you need it
- A supportive, collaborative culture with genuine opportunities to learn, develop and progress your career
Atech part of the Iomart Group is a highly accredited Microsoft Partner who delivers transformed technology with managed services. Our team of certified Microsoft experts align with your team to deliver an excellent service tailored to your individual needs, 24/7/365.
Our services support 25,000 users globally and proactively monitor 45,000+ devices in key areas: Azure Infrastructure Managed Service, Modern Workplace: Office 365, Microsoft 365, and Azure Virtual Desktop, Managed Security and SOC with Microsoft Defender, Sentinel.
We’re an equal opportunities employer and want our vacancies to be available to all, so if you need us to make any reasonable adjustments during the process then just let us know.
Customer Support Engineer (2nd Line) in London employer: iomart
At Easyspace, we pride ourselves on being an excellent employer, offering a supportive work culture that fosters growth and development in the tech industry. As part of the Iomart Group, we provide comprehensive training from day one, ensuring you gain valuable skills while working alongside experienced teams across the UK. With a focus on customer experience and collaboration, you'll have the opportunity to take ownership of your work and develop specialist knowledge in domains, all while enjoying a competitive salary and benefits package.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Engineer (2nd Line) in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at iomart. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like iomart before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support Engineer (2nd Line) in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to iomart:Your cover letter is your chance to shine! Tell us why you want to work at iomart specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at iomart!
How to prepare for a job interview at iomart
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
