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 collaborative culture.
- Benefits: Competitive salary, training, hybrid work, and clear progression opportunities.
- Other info: Join a friendly team and grow your career in a supportive environment.
- Why this job: Make an impact in service delivery while working with cutting-edge Microsoft technologies.
- Qualifications: Experience in 2nd Line Support, strong Microsoft skills, and excellent communication.
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 employer: United Cerebral Palsy of Georgia
Join an award-winning Microsoft-focused MSP in Central London, where you'll thrive in a strong technical and collaborative culture. With hybrid working options, weekly formal training, and clear progression opportunities into leadership roles, this is an excellent place for ambitious professionals looking to enhance their skills while making a meaningful impact on service delivery.
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
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend meetups, and engage with professionals on LinkedIn. 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. Think about how you’d handle complex issues and communicate effectively with customers. We recommend role-playing with a friend to boost your confidence!
✨Tip Number 3
Showcase your skills! Create a portfolio or a personal website where you can highlight your technical projects, certifications, and any relevant experience. This gives potential employers a tangible sense of what you 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 and take the initiative to connect with us directly.
We think you need these skills to ace Senior 2nd Line Support Engineer (Escalations / Microsoft / MSP). Job in Euston LilyLifestyle Jobs
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your experience in 2nd Line Support and any specific Microsoft technologies you've worked with. We want to see how your skills match up with what we're looking for, 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 the perfect fit for our team. Mention your customer-first mindset and any mentoring experience you have, as these are key for us at StudySmarter.
Showcase Your Problem-Solving Skills:In your application, give examples of how you've tackled complex support issues in the past. We love candidates who can demonstrate their troubleshooting prowess and how they’ve improved service delivery standards.
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’re considered for this exciting opportunity. Plus, it shows you’re keen on joining our team!
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, as this role requires strong technical skills.
✨Show Off Your Communication Skills
Since you'll be acting as a senior escalation point, it's crucial to demonstrate your ability to communicate complex technical issues clearly. Practice explaining technical concepts in simple terms, as this will show your customer-first mindset.
✨Prepare for Scenario-Based Questions
Expect questions that assess how you handle pressure and prioritise multiple issues. Think of examples from your previous roles where you successfully managed escalations or mentored junior engineers, and be ready to share those stories.
✨Highlight Your Ambition and Team Spirit
This company values progression and teamwork, so express your desire to grow within the organisation. Share your experiences of working collaboratively with teams and how you've contributed to improving service standards.
