At a Glance
- Tasks: Provide top-notch IT support and resolve technical issues for diverse clients.
- Company: Join a leading Managed Service Provider with a stellar reputation.
- Benefits: Competitive salary, hybrid working, training opportunities, and a supportive team culture.
- Other info: Dynamic environment with clear paths for career progression.
- Why this job: Gain hands-on experience with cutting-edge tech while making a real impact.
- Qualifications: 2+ years in 2nd Line IT Support and strong communication skills.
The predicted salary is between 38000 - 38000 £ per year.
We currently partner with a high performing, globally recognised Managed Service Provider to recruit two experienced 2nd Line Service Desk Engineers. This is a fantastic opportunity to join a business known for delivering premium IT services and building long-term client partnerships. If you thrive in a fast-paced MSP environment and enjoy combining remote support with client facing work, this could be a great fit.
The Role
As a 2nd Line Service Desk Engineer, you’ll play a key role within a busy Service Delivery team, providing both remote and on‑site support to a wide client base. You’ll be responsible for resolving escalated issues, maintaining high service standards, and contributing to continuous improvement across client environments.
Key Responsibilities
- Resolve 2nd line and escalated IT support tickets within SLA
- Troubleshoot issues across infrastructure, cloud, and end‑user environments
- Provide on‑site support during scheduled client visits
- Monitor and resolve alerts from system monitoring tools (NOC tickets)
- Communicate effectively with end‑users and stakeholders throughout ticket lifecycle
- Maintain accurate documentation and update knowledge base articles
- Identify recurring issues and contribute to long‑term solutions
- Work closely with third‑party vendors to resolve technical issues
- Support and mentor 1st Line Engineers
- Stay up to date with emerging technologies and cyber security trends
What We're Looking For
- Minimum 2+ years experience in a 2nd Line IT Support role (ideally within an MSP)
- Strong customer‑facing and communication skills
- Experience providing face‑to‑face client support
- Solid technical experience across:
- Windows Server (On‑Prem & Azure)
- Active Directory, Group Policy, Office 365 & SharePoint
- Microsoft Exchange
- Virtualisation (Hyper‑V, VMware, WVD)
- Backup & Disaster Recovery solutions
- Cyber Security (MFA, EDR, AV, Incident Response)
- Networking (TCP/IP, DNS, DHCP, LAN/WAN)
- Windows & macOS environments
- Experience supporting mobile devices
- Strong troubleshooting and problem‑solving ability
- Passion for learning and gaining certifications
Why Apply?
- Join a top‑tier MSP with a strong industry reputation
- Exposure to a wide variety of technologies and client environments
- Clear opportunities for training, certifications, and progression
- Hybrid working model with a mix of office, remote, and client interaction
- Supportive, collaborative team culture
2nd Line IT Support Engineer. Job in London LilyLifestyle Jobs employer: United Cerebral Palsy of Georgia
Join a leading Managed Service Provider in London, renowned for its premium IT services and commitment to employee development. With a hybrid working model, you will enjoy a supportive and collaborative team culture, alongside clear opportunities for training and career progression in a fast-paced environment. This role not only offers exposure to diverse technologies but also the chance to make a meaningful impact on client relationships and service delivery.
Contact Details:
United Cerebral Palsy of Georgia Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line IT Support Engineer. Job in London LilyLifestyle Jobs
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT world, especially those who work in MSPs. A friendly chat can lead to insider info about job openings that aren't even advertised yet.
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills and customer service scenarios. We all know that being able to troubleshoot on the spot is key, so practice common issues you might face as a 2nd Line Engineer.
✨Tip Number 3
Show off your passion for learning! Mention any recent certifications or courses you've taken related to Windows Server, Azure, or Cyber Security. It’ll show potential employers that you're committed to staying ahead in the tech game.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace 2nd Line IT Support Engineer. Job in London LilyLifestyle Jobs
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the 2nd Line IT Support Engineer role. Highlight your relevant experience, especially in troubleshooting and customer-facing roles. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how you can contribute to our team. Keep it concise but engaging – we love a good story!
Show Off Your Technical Skills:Don’t hold back on showcasing your technical expertise! Mention specific technologies you've worked with, like Windows Server or Azure. We’re keen to see how your background aligns with our needs.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at United Cerebral Palsy of Georgia
✨Know Your Tech Inside Out
Make sure you brush up on your technical skills, especially around Windows Server, Active Directory, and cloud technologies. Be ready to discuss specific troubleshooting scenarios you've faced in the past and how you resolved them.
✨Show Off Your Customer Service Skills
Since this role involves a lot of client interaction, prepare examples that showcase your strong communication and customer-facing abilities. Think about times when you turned a frustrated client into a satisfied one!
✨Be Ready for Real-World Scenarios
Expect some practical questions or even a live troubleshooting exercise during the interview. Practise explaining your thought process clearly as you work through a problem, as this will demonstrate your problem-solving skills.
✨Stay Updated on Trends
Familiarise yourself with the latest trends in cyber security and emerging technologies. Being able to discuss these topics shows your passion for learning and staying ahead in the IT field, which is something they’ll definitely appreciate.
