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For Companies At a Glance
- Tasks: Resolve escalated support tickets and deliver customer change requests.
- Company: Fast-growing Microsoft Cloud Managed Service Provider with a collaborative culture.
- Benefits: Competitive salary, generous holiday allowance, paid training, and pension scheme.
- Other info: Exciting growth opportunities into 3rd Line Engineering or Technical Account Management.
- Why this job: Join a dynamic team and make a real impact in tech while growing your career.
- Qualifications: 2+ years in a 2nd Line MSP role with strong Microsoft 365 skills.
Location: Remote (UK-based) with customer site visits as required
Full-time | Permanent | Monday–Friday, 9:00am–5:30pm
Join a Growing Microsoft Cloud MSP
Our client is a fast-growing Managed Service Provider helping businesses unlock the full potential of Microsoft Cloud technologies. Their services cover IT support, cyber security, and digital transformation, delivering modern solutions that help organisations work smarter and more securely. This is a business with ambitious plans, a collaborative culture, and a strong technical foundation.
The team includes hands-on directors, an experienced Senior Engineer leading project delivery, a trusted outsourced service desk, and a network of specialist contractors. They’re now looking for a proactive and customer-focused 2nd Line Engineer to help support their next stage of growth.
The Opportunity
This role is ideal for someone who enjoys variety, autonomy, and customer interaction. You’ll work closely with the outsourced service desk, taking ownership of escalated support tickets while also delivering customer change requests, project work, and on-site installations. You’ll collaborate directly with senior technical leadership and play an important role in improving systems, processes, and customer experience. Some weeks will involve regular customer site visits for project work or reactive support, while others will be fully remote.
Key Responsibilities
- Resolve 1st and 2nd line escalated tickets end-to-end
- Deliver customer change requests including:
- Laptop setups
- User onboarding/offboarding
- SharePoint site creation
- Teams and mailbox configuration
Optional Growth into Technical Account Management
For candidates interested in developing commercially, there’s also the opportunity to support account management activities, including:
- Assisting the Account Manager
- Producing basic quotes for hardware and licensing
- Participating in technical customer discussions
This is completely optional, but offers a genuine pathway for career progression and salary growth.
Technologies You’ll Work With
- Microsoft 365 (Exchange, Teams, SharePoint, Intune)
- Microsoft Defender for Office 365 & Defender for Business
- Microsoft Entra ID & Conditional Access
- Microsoft Azure basics
- Azure Virtual Desktop & Windows 365
- Windows 10/11 & Windows Server
- Halo PSA
- Ninja RMM
- Asana
- Windows Autopilot
About You
You’ll be someone who:
- Has strong communication and customer service skills
- Enjoys solving problems and learning new technologies
- Is proactive, organised, and driven to improve
- Is comfortable working both remotely and on customer sites
- Thrives in a fast-moving MSP environment
- Has an interest in AI tools and modern ways of working
Essential Skills & Experience
- Minimum 2 years’ experience in a 2nd Line MSP role
- Strong Microsoft 365 administration experience
- Experience with Exchange, SharePoint, Teams, and Intune
- Working knowledge of Microsoft Entra ID & Conditional Access
- Good understanding of DNS, DHCP, VPNs, and firewalls
- Experience supporting Windows desktop and server environments
- Full UK driving licence and access to a vehicle
- Right to work in the UK
Nice to Have:
- Experience using AI tools such as Microsoft Copilot or Claude
- Microsoft certifications (MS-900, AZ-900, SC-900, MS-102 etc.)
- Exposure to Azure IaaS, AVD, or Windows 365
- Experience with Autopilot or Intune app packaging
- ITIL familiarity
What’s On Offer
- Competitive salary
- Generous holiday allowance
- Paid certifications and training
- Pension scheme
- Genuine progression opportunities into:
- 3rd Line Engineering
- Project Delivery
- Technical Account Management
You’ll be joining at an exciting stage of growth where your ideas, input, and development will genuinely matter.
2nd Line Support Engineer in Aylesbury employer: LUQ Recruitment
Contact Detail:
LUQ Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Support Engineer in Aylesbury
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the lookout for a 2nd Line Support Engineer role. You never know who might have the inside scoop on an opportunity!
✨Tip Number 2
Prepare for those interviews by brushing up on your technical skills and customer service scenarios. Think about how you can showcase your experience with Microsoft 365 and problem-solving abilities. We want to see you shine!
✨Tip Number 3
Don’t just apply anywhere; focus on companies that align with your values and career goals. Check out our website for openings that excite you, especially in the fast-growing MSP space. We’re all about finding the right fit!
✨Tip Number 4
Follow up after interviews! A quick thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds. Plus, it’s a great chance to reiterate why you’d be a perfect fit for the team.
We think you need these skills to ace 2nd Line Support Engineer in Aylesbury
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the 2nd Line Engineer role. Highlight your Microsoft 365 experience and any relevant projects you've worked on. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Share why you're excited about this role and how your proactive approach aligns with our collaborative culture. Let us know how you can contribute to improving systems and customer experience.
Show Off Your Problem-Solving Skills: In your application, give examples of how you've tackled complex issues in previous roles. We love candidates who enjoy solving problems and learning new technologies, so don't hold back on showcasing your skills!
Apply Through Our Website: We encourage you to apply directly through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. We can't wait to hear from you!
How to prepare for a job interview at LUQ Recruitment
✨Know Your Tech Inside Out
Make sure you brush up on your Microsoft 365 knowledge, especially Exchange, Teams, and SharePoint. Be ready to discuss how you've used these tools in past roles and any challenges you've overcome.
✨Show Off Your Customer Service Skills
Since this role involves a lot of customer interaction, prepare examples that showcase your communication skills and how you've successfully resolved customer issues in the past. Think about specific scenarios where you turned a frustrated customer into a satisfied one.
✨Be Ready for Problem-Solving Questions
Expect to face some technical problem-solving questions during the interview. Practice explaining your thought process clearly and concisely, as this will demonstrate your analytical skills and ability to work under pressure.
✨Express Your Interest in Growth
Let them know you're keen on developing your career, especially if you're interested in the optional Technical Account Management pathway. Discuss any relevant experiences or aspirations that align with this growth opportunity.