At a Glance
- Tasks: Lead complex support issues and mentor Tier 1 Engineers in a dynamic environment.
- Company: Award-winning Microsoft-focused MSP with a strong technical culture.
- Benefits: Competitive salary, training, hybrid work, and clear progression opportunities.
- Other info: Join a friendly team and work with cutting-edge cloud and security technologies.
- Why this job: Make an impact in service delivery while advancing your career in tech.
- Qualifications: Experience in 2nd Line Support with strong Microsoft technology skills.
The predicted salary is between 40000 - 45000 £ per year.
An award-winning Microsoft-focused MSP is looking for a Senior 2nd Line Support Engineer to join its growing Service Desk team. This is more than a typical 2nd line support role. You'll act as a senior escalation point for the Service Desk - combining strong technical troubleshooting skills with excellent customer communication, ownership and commercial awareness. You'll support a highly capable Tier 1 team, help improve service delivery standards and work closely with Service Desk leadership to ensure customers receive a first-class experience. There are also genuine progression opportunities into Team Leadership, Service Delivery or Pre-Sales as the business continues to grow.
The Role
- Acting as the senior escalation point for complex support issues
- Supporting and mentoring Tier 1 Engineers
- Troubleshooting Microsoft 365, Azure and infrastructure issues
- Investigating and responding to security alerts from SOC / SIEM platforms
- Supporting Cisco Meraki networking environments
- Managing issues through to resolution with clear customer communication throughout
- Identifying recurring technical or service trends and helping improve processes
- Producing documentation and knowledge sharing material
- Working closely with Service Desk Management and senior technical teams
- Escalating to Tier 3 teams where required
Technical Environment
- Microsoft 365
- Azure
- Windows Server / Active Directory
- Cisco Meraki
- Endpoint Manager / Intune
- MFA / Security tooling
- SIEM / EDR platforms
- Hyper‑V
- Windows, Mac, iPhone and Android device support
What They're Looking For
- Previous experience in a 2nd Line Support or Escalation role within an MSP environment
- Strong Microsoft technology experience
- Excellent communication and customer-facing skills
- Someone proactive, organised and calm under pressure
- Ability to prioritise multiple issues effectively
- Commercial awareness and a customer-first mindset
- A team player who enjoys mentoring and improving service standards
- Someone ambitious who wants to continue developing their career
Why Join?
- Award‑winning MSP and Microsoft Solutions Partner
- Strong technical and collaborative culture
- Weekly formal training and paid certifications
- Hybrid working
- Exposure to modern cloud, security and AI technologies
- Clear progression opportunities
- Friendly, highly experienced engineering team
If you're an experienced MSP Support Engineer looking for a role where you can build credibility, influence service delivery and progress your career beyond traditional support, we'd love to hear from you.
Senior 2nd Line Support Engineer (Escalations / Microsoft / MSP). Job in Euston LilyLifestyle Jobs in Great Yarmouth employer: United Cerebral Palsy of Georgia
Join an award-winning Microsoft-focused MSP in Central London, where you'll not only enhance your technical skills but also enjoy a collaborative and supportive work culture. With a strong emphasis on employee growth, you will have access to weekly training, paid certifications, and clear pathways for progression into leadership roles. This is a unique opportunity to work with cutting-edge technologies while being part of a friendly and experienced engineering team dedicated to delivering exceptional service.
Contact Details:
United Cerebral Palsy of Georgia Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Senior 2nd Line Support Engineer (Escalations / Microsoft / MSP). Job in Euston LilyLifestyle Jobs in Great Yarmouth
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend meetups, and engage in online forums. You never know who might have the inside scoop on job openings or can refer you directly.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to 2nd Line Support. We recommend role-playing with a friend or using mock interview platforms to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your skills! Create a portfolio or a personal website that highlights your technical projects, certifications, and any relevant experience. This can set you apart from other candidates and give employers a glimpse of what you can bring to the table.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search and genuinely interested in joining our team.
We think you need these skills to ace Senior 2nd Line Support Engineer (Escalations / Microsoft / MSP). Job in Euston LilyLifestyle Jobs in Great Yarmouth
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your experience with Microsoft technologies and 2nd line support. We want to see how your skills match the role, so don’t be shy about showcasing your troubleshooting prowess and customer communication skills!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for our team. Mention your passion for mentoring and improving service standards, and how you can contribute to our award-winning culture.
Showcase Your Problem-Solving Skills:In your application, give examples of complex issues you've resolved in the past. We love seeing how you approach challenges, especially in a fast-paced MSP environment. Highlight your calmness under pressure and your proactive mindset!
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 candidates who take that extra step!
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 knowledge of Microsoft 365, Azure, and Cisco Meraki. Be ready to discuss specific troubleshooting scenarios you've encountered in the past and how you resolved them. This will show that you’re not just familiar with the tech but can also handle complex issues.
✨Show Off Your Communication Skills
Since this role involves a lot of customer interaction, practice explaining technical concepts in simple terms. Think about examples where you’ve had to communicate effectively with customers or team members, especially during high-pressure situations. This will highlight your ability to keep clients informed and calm.
✨Demonstrate Your Mentoring Ability
As a senior escalation point, you'll be expected to mentor Tier 1 Engineers. Prepare to share experiences where you’ve helped others grow or improved service standards. This will showcase your leadership potential and your commitment to team success.
✨Be Proactive and Organised
Think of examples where you’ve taken the initiative to identify recurring issues or improve processes. Being able to articulate how you prioritise tasks and manage multiple issues will demonstrate your organisational skills and proactive mindset, which are crucial for this role.
