About this role
Salary: £30,000 - 32,000 per year
Requirements
- A full, valid UK driving licence and car are essential, as occasional travel to customer sites is required.
- Hands-on experience in a technical support, Service Desk or MSP environment, ideally at second-line level.
- Strong troubleshooting capability across Windows, Microsoft 365, networking, endpoint and cloud technologies.
- A structured and methodical approach to diagnosis, with strong attention to detail.
- Excellent customer service skills and the ability to explain technical issues clearly to users with different levels of experience.
- Good organisation and prioritisation skills, with confidence managing multiple tickets and changing priorities.
- A collaborative mindset, willingness to share knowledge, and confidence asking for or providing support.
- A proactive attitude to learning new systems, improving processes and preventing repeat issues.
- Experience with HaloPSA, Huntress, Mail Assure, Exclaimer, Cove Data Protection or CIPP is desirable.
- Experience supporting Microsoft 365, Microsoft Intune, Microsoft Entra ID, Windows Server and Active Directory is desirable.
- Knowledge of routers, switches, firewalls and common business networking concepts is desirable.
- Relevant certifications such as CompTIA A+, Network+, ITIL Foundation or Microsoft role-based certifications are desirable, but not essential.
Responsibilities
- Own and resolve incidents escalated by our First Line Support team in line with agreed SLAs.
- Troubleshoot hardware, software, networking, identity, Microsoft 365 and cloud-service issues.
- Conduct root-cause analysis for recurring problems and implement practical, lasting fixes.
- Provide clear, professional updates to customers and deliver an excellent support experience.
- Support Windows endpoints and servers, Active Directory, Microsoft Entra ID, Microsoft 365, networking equipment and security services.
- Complete installations, upgrades, maintenance and project work across customer environments.
- Maintain accurate ticket notes, technical documentation and knowledge-base articles.
- Proactively monitor customer systems, identify risks and take preventative action.
- Collaborate with first- and third-line colleagues, share knowledge and support team development.
- Provide remote support and occasionally attend customer site visits, including for cross-functional and ad-hoc projects.
Technologies
- Active Directory
- Cloud
- Hardware
- Support
- ITIL
- Microsoft 365
- Microsoft Intune
- Network
- Security
- Windows
- Office 365
More
We are a leading MSP with a growing team and a varied customer base. As our Second Line Support Engineer, you will take ownership of complex technical challenges, work across customer environments and help improve service quality, documentation and preventative support. Our evolving technology stack includes HaloPSA, Huntress, Mail Assure, Exclaimer, Cove Data Protection, CIPP, Microsoft 365, Microsoft Intune and Microsoft Entra ID; training and development are supported. The role has a hybrid working arrangement: in-person cover is required on Monday, Wednesday and Friday mornings from 8:30 am to 12:00 noon, with the remainder of the role available remotely subject to customer and operational requirements.
Occasional travel to customer sites is required. We offer professional development, knowledge sharing, career progression, a supportive and collaborative culture, varied work across support, security, cloud, backup and customer improvement projects, and a competitive salary dependent on experience.
last updated 46 week of 2026