2nd Line Support - Technical Alignment and Onboarding

Are you a 2nd Line MSP Engineer who enjoys owning issues end-to-end, not just passing tickets on? Do you like working directly with customers and improving environments, rather than firefighting the same problems repeatedly? Are you ready for a role that gives you more ownership, exposure, and progression into a more consultative position? If so, this could be a great next step.

We are recruiting for a growing Managed Service Provider who are investing heavily in customer onboarding, technical standards, and service quality. This is not a traditional service desk role. It is a hybrid 2nd Line engineering position where you will support customer onboarding and ongoing technical alignment, working closely with Technical Account Managers, Service Desk, Centralised Services, and Professional Services. It suits a strong MSP engineer who wants to move away from pure ticket queues and into something more proactive and customer-facing.

The role

You will support new customer onboarding from a technical perspective, helping assess environments, deploy core tools, document setups, and ensure smooth handover into BAU. Alongside onboarding, you will assist with regular technical health and alignment reviews, identifying risks, gaps, and opportunities to improve customer environments. You will also support Technical Account Managers during customer engagements, acting as a technical point of reference and helping resolve more complex issues.

Your Responsibilities Will Include

• Supporting technical onboarding for new MSP customers (remote and onsite)
• Assessing customer environments and identifying risks and improvement areas
• Deploying core tools and systems (management agents, AV, support tooling etc.)
• Producing clear documentation and structured handovers into support
• Assisting with technical alignment and health reviews
• Working with Centralised Services on recurring issues and automation opportunities
• Providing technical guidance and best-practice recommendations to customers
• Supporting TAMs with customer meetings, escalations, and roadmap planning
• Occasionally assisting with presales demonstrations

This role offers variety without chaos, combining hands-on engineering with customer interaction and continuous improvement.

What they are looking for

This role is ideal for a confident 2nd Line MSP Engineer (or early 3rd Line) who wants more ownership and progression.

You Will Ideally Have

• Commercial MSP support experience
• Strong Microsoft 365, Windows and Active Directory knowledge
• Solid infrastructure fundamentals (networking basics, backups, security concepts)
• Confidence troubleshooting more complex technical issues
• Ability to explain technical concepts to non-technical customers
• Good organisation skills and the ability to juggle multiple customers
• A proactive mindset and desire to learn and develop

Exposure to endpoint management, security tools, backup platforms, or automation is beneficial but they care more about capability and willingness to learn than specific vendors.

Package

• Salary £35,000 DOE
• Hybrid working (minimum 2 days in the office)
• 26 days holiday
• Paid overtime when flexibility is required
• Supportive culture with clear development opportunities

If you are a strong MSP engineer looking to step into a more consultative, customer-focused role then this is a good opportunity to broaden your experience and progress.