At a Glance
- Tasks: Provide top-notch IT support and resolve escalated issues for diverse clients.
- Company: Join a globally recognised Managed Service Provider with a stellar reputation.
- Benefits: Enjoy a competitive salary, hybrid working, and opportunities for training and progression.
- Other info: Collaborative culture with clear paths for career growth and learning.
- Why this job: Be part of a dynamic team and work with cutting-edge technologies in a fast-paced environment.
- Qualifications: 2+ years in 2nd Line IT Support with strong communication and troubleshooting skills.
The predicted salary is between 38000 - 38000 £ per year.
We are currently partnering 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 will play a key role within a busy Service Delivery team, providing both remote and on-site support to a wide client base. You will 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
The client is looking to fill this opportunity immediately, so please apply ASAP or feel free to drop me an email with any questions.
2nd Line Service Desk 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 offers the chance to work with diverse technologies while building long-term client relationships, making it an excellent choice for those seeking meaningful and rewarding employment.
Contact Details:
United Cerebral Palsy of Georgia Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line Service Desk Engineer. Job in London LilyLifestyle Jobs
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT industry, especially those who work in MSPs. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills and customer service scenarios. Think of examples from your past experiences that showcase your problem-solving abilities and how you’ve handled escalated issues.
✨Tip Number 3
Don’t forget to research the company! Knowing their services, culture, and recent projects can help you tailor your responses and show that you’re genuinely interested in joining their team.
✨Tip Number 4
Apply through our website for a smoother process! It’s the best way to ensure your application gets noticed quickly, and you can keep track of your progress easily.
We think you need these skills to ace 2nd Line Service Desk Engineer. Job in London LilyLifestyle Jobs
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your 2nd line support experience and any relevant technologies you've worked with. We want to see how you fit into our team!
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're passionate about this role and how your background makes you a great fit. Share specific examples of your customer-facing experience and problem-solving skills to grab our attention.
Showcase Your Technical Skills:In your application, don't forget to mention your technical expertise, especially with Windows Server, Active Directory, and cloud solutions. We love seeing candidates who are up-to-date with emerging technologies and cyber security trends!
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of getting noticed. It’s quick and easy, and we can’t wait to see your application come through!
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 knowledge, especially around Windows Server, Active Directory, and cloud services. Be ready to discuss specific scenarios where you've resolved issues or improved processes, as this will show your hands-on experience.
✨Show Off Your Customer Skills
Since this role involves client-facing work, practice how you communicate complex technical issues in simple terms. Think of examples where you've successfully interacted with clients, resolved their concerns, and maintained a positive relationship.
✨Prepare for Problem-Solving Questions
Expect to tackle some troubleshooting scenarios during the interview. Prepare by thinking through common 2nd line support issues and how you would approach resolving them. This will demonstrate your problem-solving skills and technical expertise.
✨Ask Insightful Questions
At the end of the interview, have a few questions ready about the company culture, team dynamics, or the technologies they use. This shows your genuine interest in the role and helps you assess if it's the right fit for you.
