At a Glance
- Tasks: Provide advanced technical support and resolve escalated issues for clients.
- Company: Fast-growing Managed Service Provider in Hertfordshire with a collaborative culture.
- Benefits: 25 days annual leave, training support, and clear progression opportunities.
- Other info: Supportive environment with opportunities to advance into 3rd Line support.
- Why this job: Join a dynamic team and enhance your skills in a fast-paced environment.
- Qualifications: Experience in 2nd Line support and strong knowledge of Microsoft 365 and networking.
The predicted salary is between 30000 - 40000 £ per year.
Location: Hertfordshire (3-4 days per week in the office)
Employment Type: Full Time
Eligibility: Applicants must have the right to work in the UK
About the Organisation
A fast-growing Managed Service Provider (MSP) based in Hertfordshire, delivering managed IT services, cloud solutions, and cybersecurity support to a diverse portfolio of clients. Known for its strong technical capability, collaborative team culture, and commitment to high-quality customer service, the company offers a supportive environment with clear progression pathways — including opportunities to move into 3rd Line support.
Role Overview
The organisation is seeking an experienced 2nd Line Support Engineer to join its busy Service Desk team. You will provide advanced technical support to clients, resolving escalated issues from 1st Line engineers and ensuring high levels of customer satisfaction. The role involves working across Microsoft 365, Azure, Windows Server environments, virtualisation platforms, networking, and endpoint support. This position is ideal for someone who thrives in a fast-paced MSP environment and is looking to develop their skills further within a growing organisation.
Key Responsibilities
- Provide 2nd Line technical support, handling escalated tickets from 1st Line engineers.
- Troubleshoot and resolve issues across: Microsoft 365 / Office 365.
- Support and maintain virtualisation platforms (VMware or Hyper‑V).
- Provide endpoint support for desktops, laptops, and mobile devices.
- Assist with networking troubleshooting including TCP/IP, DNS, DHCP, and routing.
- Maintain clear, accurate, and up-to-date ticket documentation.
- Ensure SLA targets are consistently met.
- Escalate complex or high‑priority issues to 3rd Line engineers when required.
- Contribute positively to a collaborative and customer‑focused service desk team.
Requirements
- Proven experience in a 2nd Line Support Engineer role.
- Previous experience working within an MSP or managed IT services environment (preferred).
- Strong working knowledge of Microsoft 365 and Windows Server.
- Experience with virtualisation technologies (VMware or Hyper‑V).
- Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP).
- Excellent troubleshooting and analytical skills.
- Ability to work efficiently in a fast‑paced service desk environment.
- Strong communication skills, able to support both technical and non‑technical users.
- Microsoft certifications (e.g., MS‑100, MS‑500, AZ‑104).
- Experience with PowerShell or basic scripting.
- Familiarity with monitoring, backup, or security tools.
Benefits
- Training and certification support.
- 25 days annual leave + bank holidays + birthday leave.
- Clear progression opportunities into the 3rd Line division.
- Supportive, collaborative MSP working environment.
Second Line Support Engineer in England employer: Set2Recruit
As a fast-growing Managed Service Provider in Hertfordshire, we pride ourselves on fostering a collaborative and supportive work culture that prioritises employee development and satisfaction. With clear progression pathways into 3rd Line support, comprehensive training and certification support, and generous benefits including 25 days of annual leave plus birthday leave, we offer an environment where skilled professionals can thrive and make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Second Line Support Engineer in England
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend local tech meetups or online webinars related to IT support. You never know who might have a lead on that perfect 2nd Line Support Engineer role!
✨Tip Number 2
Show off your skills! If you’ve got experience with Microsoft 365, Azure, or virtualisation platforms, make sure to highlight that in conversations. Be ready to discuss specific challenges you've tackled in previous roles to impress potential employers.
✨Tip Number 3
Practice makes perfect! Prepare for technical interviews by brushing up on troubleshooting scenarios and common networking issues. Role-play with a friend or use online resources to simulate the interview experience.
✨Tip Number 4
Don’t forget to apply through our website! We’re always on the lookout for talented individuals like you. Plus, it’s a great way to ensure your application gets the attention it deserves. Let’s get you into that supportive MSP environment!
We think you need these skills to ace Second Line Support Engineer in England
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Second Line Support Engineer role. Highlight your experience with Microsoft 365, Windows Server, and any virtualisation technologies you've worked with. We want to see how your skills match what we're looking for!
Show Off Your Troubleshooting Skills:In your application, give examples of how you've tackled tricky technical issues in the past. We love seeing candidates who can demonstrate their analytical skills and problem-solving abilities, especially in a fast-paced MSP environment like ours.
Keep It Professional Yet Friendly:While we appreciate a casual tone, remember to keep it professional. Use clear language and avoid jargon that might confuse us. Show us your personality, but also your commitment to high-quality customer service!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, we love seeing applications come in through our own platform!
How to prepare for a job interview at Set2Recruit
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Microsoft 365, Windows Server, and virtualisation platforms like VMware or Hyper-V. Be ready to discuss specific troubleshooting scenarios you've encountered in the past and how you resolved them.
✨Showcase Your Customer Service Skills
Since this role is all about providing top-notch support, think of examples where you've gone above and beyond for a customer. Highlight your communication skills and how you can explain technical issues to non-technical users.
✨Prepare for Scenario-Based Questions
Expect questions that put you in real-life situations, like handling escalated tickets or troubleshooting network issues. Practise articulating your thought process clearly and logically, as this will demonstrate your analytical skills.
✨Ask Insightful Questions
At the end of the interview, have a few questions ready about the team culture, progression opportunities, or the tools they use. This shows your genuine interest in the role and helps you assess if it's the right fit for you.
