We are looking for a passionate and knowledgeable individual to join our team in a dynamic second-line support role. You will deliver exceptional technical service, troubleshooting, and solutions to a varied client base across a wide range of advanced IT environments.

About the Second Line Engineer Job – IT Support & Troubleshooting

As a 2nd Line Engineer, you will play a key role in resolving complex IT incidents and service requests, acting as the escalation point for our Service Desk team. With your strong technical skills and focused approach, you will ensure our clients’ IT infrastructure runs smoothly and securely, maintaining high customer satisfaction at all times.

You will work directly with clients and internal teams, providing remote and on-site support for critical issues. Within our fast-paced managed services environment, you will demonstrate excellent analytical and problem-solving abilities, handling multiple tasks and priorities with professionalism.

Key Responsibilities – 2nd Line Technical Support Specialist

• Act as an escalation point for complex technical incidents and service requests from 1st Line Engineers, ensuring timely and complete resolutions
• Troubleshoot and resolve advanced issues with endpoints, networks, Microsoft 365, servers, cloud services, security, and a variety of business applications
• Deliver on-site and remote technical assistance, maintaining clear and professional communication with all clients
• Document incidents, changes, and solutions accurately in our ticketing system to support knowledge sharing and compliance
• Assist with the onboarding of new clients and deployment of new solutions, carrying out network and system configurations as required
• Contribute to technical documentation, procedures, and guidelines to improve team efficiency and client self-service
• Support successful remediation of vulnerabilities, installations, upgrades, migrations, and 3rd line escalations where appropriate

Experience & Skills Required – IT Helpdesk & Managed Services

• 3+ years’ IT support experience, ideally within a managed services provider (MSP) or fast-paced IT team
• Strong troubleshooting knowledge of Microsoft 365 (Exchange, Teams, SharePoint, Intune, EntraID) and endpoint management
• Good understanding of networking fundamentals: firewalls, switches, wireless, VPN and VLAN configuration
• Ability to implement and support Microsoft Modern Workplace environments
• Experience with cloud services, backup and disaster recovery solutions, and a range of business technologies (e.g., Azure, Hyper-V, Watchguard Firewalls, Meraki equipment, 3CX, Datto RMM, Autotask)
• Commercially aware, with a keen eye for efficiency and security best practice in client IT operations
• Professional qualifications or certifications (compTIA, Microsoft, Cisco, etc.) desirable, or willingness to work toward them
• Excellent communication skills, able to collaborate with colleagues and clients of all technical backgrounds in a professional and respectful manner

Opportunities for Professional Development – Advance Your IT Career

• Work alongside experienced technical experts and gain exposure to enterprise-grade technologies
• Opportunities for sponsored training, certification, and ongoing personal growth within the team
• Chance to develop project skills and take on more complex technical challenges as part of your ongoing role

Benefits – Join Our Inclusive & Flexible Workplace

• 25 days holiday, plus UK bank holidays
• Company profit share scheme
• Private medical insurance
• Company contributory pension scheme
• Flexible working hours and remote work options
• Cycle to Work scheme

If you thrive in a collaborative environment, respond quickly to challenges, and are committed to delivering top-tier support, we welcome your application to join our team as a 2nd Line Engineer.