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- Tasks: Provide advanced technical support and resolve escalated issues for clients.
- Company: Fast-growing Managed Service Provider with a collaborative team culture.
- Benefits: Salary up to £35,000, benefits, and clear progression pathways.
- 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.
- Other info: Opportunity to move into 3rd Line support and work with cutting-edge technologies.
The predicted salary is between 28000 - 42000 £ per year.
Location: Hertford, Hertfordshire (3–4 days per week in the office)
Salary: Up to £35,000 DOE + Benefits
Employment Type: Full Time
Eligibility: Applicants must have the right to work in the UK (no sponsorship available)
About the Company
My client is a fast-growing Managed Service Provider based in Hertfordshire. They deliver managed IT services, cloud solutions, and cyber security support to a diverse portfolio of clients. They are known for strong technical capability, a collaborative team culture, and a commitment to high-quality customer service. The business offers a supportive environment with clear progression pathways — including opportunities to move into 3rd Line support.
Role Overview
My client is seeking an experienced 2nd Line Support Engineer to join their 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
Proven experience in a 2nd Line Support Engineer role
Previous experience within an MSP or managed IT services environment (preferred)
Strong working knowledge of:
- Microsoft 365
- 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
2nd Line Engineer in Hertford employer: Set2Recruit
Contact Detail:
Set2Recruit Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Engineer in Hertford
✨Tip Number 1
Network like a pro! Attend local tech meetups or industry events in Hertfordshire. It's a great way to meet potential employers and get your name out there. Plus, you never know who might have the inside scoop on job openings!
✨Tip Number 2
Show off your skills! Create a personal project or contribute to open-source software that showcases your technical abilities. This can be a fantastic conversation starter during interviews and demonstrates your passion for IT.
✨Tip Number 3
Prepare for those tricky interview questions! Brush up on common scenarios you might face as a 2nd Line Engineer. Think about how you'd troubleshoot specific issues with Microsoft 365 or networking problems, and be ready to share your thought process.
✨Tip Number 4
Don't forget to apply through our website! We make it super easy for you to find and apply for roles that match your skills. Plus, it shows you're serious about joining our team and helps us keep track of your application.
We think you need these skills to ace 2nd Line Engineer in Hertford
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in 2nd Line support and any relevant skills like Microsoft 365 or networking. We want to see how your background fits with what we do, so don’t be shy about showcasing your achievements!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re excited about the role and how you can contribute to our team. Keep it friendly and professional, and let your personality come through.
Show Off Your Technical Skills: In your application, make sure to mention specific technologies you’ve worked with, like VMware or Azure. We love seeing candidates who are passionate about tech and can demonstrate their troubleshooting prowess!
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s super easy, and you’ll be one step closer to joining our awesome team in Hertford!
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, Azure, and networking fundamentals like TCP/IP and DNS. Be ready to discuss specific scenarios where you've successfully resolved technical issues, as this will show your hands-on experience.
✨Showcase Your Customer Service Skills
Since the role involves high levels of customer interaction, prepare examples that highlight your ability to communicate effectively with both technical and non-technical users. Think about times when you turned a frustrated client into a satisfied one!
✨Familiarise Yourself with the Company
Research the Managed Service Provider and understand their services and culture. Knowing their approach to IT solutions and customer service can help you tailor your answers and demonstrate your genuine interest in joining their team.
✨Prepare for Scenario-Based Questions
Expect questions that ask how you would handle specific technical challenges or customer interactions. Practise articulating your thought process clearly, as this will showcase your analytical skills and problem-solving abilities.