2nd Line Support Engineer – London (Remote with Client Site Visits so must be London based)
Full UK Driving Licence
Full Time – 40 hours per week
- One weekend shift required per month
- When working a weekend shift, two days off are provided during the week
Location
Remote but candidate must be London based, when not on client site, with regular travel to client locations across London (up to 1-2 days per week).
Quarterly travel to the company head office in the North West of England for team collaboration. Travel and accommodation expenses are fully covered.
About the Company
A rapidly growing Managed Service Provider (MSP) delivering managed IT services, cloud solutions, and security services to a wide range of business clients.
The company prides itself on strong technical expertise, a collaborative culture, and delivering high-quality support to its clients.
Role Overview
We are seeking an experienced 2nd Line Support Engineer to join a growing technical team supporting multiple client environments.
The role involves resolving escalated technical issues, supporting infrastructure both remotely and onsite, and working closely with senior engineers to maintain high service standards.
You will provide hands-on support across Microsoft cloud platforms, server environments, and networking infrastructure, while ensuring client issues are resolved efficiently and in line with SLAs.
Key Responsibilities
- Provide 2nd Line technical support across client IT environments.
- Deliver onsite technical support to clients across London when required.
- Troubleshoot and support Microsoft 365, Azure, and Intune environments.
- Support Windows Server infrastructure.
- Manage and troubleshoot virtualisation platforms such as VMware or Hyper‑V.
- Diagnose and resolve networking issues including TCP/IP, DNS, DHCP, and routing.
- Maintain accurate technical documentation and ticket updates.
- Ensure incidents and requests are resolved within defined SLA targets.
- Escalate complex issues to 3rd Line engineers where necessary.
- Collaborate with internal teams to deliver high-quality service to clients.
Qualifications & Requirements
- Previous experience in a 2nd Line Support role, ideally within an MSP environment.
- Strong knowledge of Microsoft 365, Windows Server, and virtualisation platforms (VMware or Hyper‑V).
- Good understanding of networking fundamentals.
- Strong troubleshooting and problem-solving skills.
- Comfortable working in client-facing environments.
- Willingness to travel regularly to client sites across London.
- Microsoft certifications such as MS‑100, MS‑500, AZ‑104, and PowerShell or scripting knowledge.
- Experience with IT monitoring, backup, or security tools.
- Previous MSP experience supporting multiple environments.
Benefits
- Salary up to £36,000
- Annual bonus up to 10%
- 22 days annual leave, increasing to 27 days with service, plus bank holidays
- Fully covered travel and hotel expenses for quarterly HQ visits
- £25 per day food allowance during HQ visits
- Training and certification support
- Employee recognition incentives including: Monthly awards (up to £300) and Quarterly awards (up to £1,000)
- Modern head office facilities including gym, sauna, standing/walking desks, and recreational areas
- Clear progression pathway into 3rd Line Engineering roles
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line Engineer
✨Join the IT Consultancy Buzz
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Create a personal project or case study relevant to the challenges Set2Recruit might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
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Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Set2Recruit!
✨Direct Apply to Set2Recruit
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Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Set2Recruit.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Set2Recruit. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Set2Recruit
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
