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
