2nd Line IT Support Engineer (MSP) 📍 West Hampstead, London (Hybrid – 3 Days Office / 2 Days Remote) 💷 £38,000 per annum ⚡ Immediate Start Available Are you an experienced 2nd Line IT Support Engineer looking for your next challenge in a fast-paced Managed Service Provider environment? We're urgently seeking a skilled IT professional with proven MSP experience to join a growing service delivery team supporting a diverse portfolio of business clients across London and the UK. This is an excellent opportunity for someone who thrives on solving technical issues, enjoys client interaction, and wants exposure to a broad range of technologies while continuing to develop their technical expertise. The Role As a 2nd Line IT Support Engineer, you'll be responsible for delivering exceptional remote and on-site technical support, resolving escalated issues, mentoring junior team members, and ensuring clients receive a first-class service experience. Key Responsibilities Resolve 2nd Line support tickets within agreed SLAs Troubleshoot complex infrastructure, server, network and cloud issues Provide remote and onsite support to business clients Monitor and respond to system alerts and proactive support tickets Escalate issues where required and collaborate with senior engineers Maintain accurate ticket documentation and knowledge base articles Work closely with third-party vendors and technology partners Support and mentor 1st Line Engineers Identify recurring issues and recommend long-term solutions Deliver outstanding customer service at all times Essential Skills
