Role:2nd Line IT Engineer
Location: London + hybrid/on-site working
Salary:Up to £36,000 + bonus + benefits
Benefits: Private healthcare, share plan, enhanced annual leave, pension, life assurance, gym discounts, cycle to work scheme
Our client, a leading organisation within the connectivity and managed services sector, is hiring a2nd Line IT Engineer to support and resolve complex technical issues across a growing customer base. This role offers the opportunity to work within a fast-paced MSP environment, supporting modern cloud technologies and contributing to continuous service improvement.
What you’ll do
- Act as an escalation point for 1st Line Engineers, resolving 2nd Line incidents and service requests within agreed SLAs
- Provide support across Microsoft 365, Azure, and Intune environments
- Manage and remediate issues using RMM tools
- Diagnose and resolve networking issues including VPNs, firewalls, DNS, DHCP, LAN and WAN
- Support multiple client environments within an MSP setting
- Maintain accurate and structured technical documentation
- Assist with onboarding new clients and deploying IT solutions
- Collaborate with 3rd Line Engineers on more complex technical challenges
- Communicate clearly with customers and internal stakeholders
- Contribute to problem management and continual service improvement initiatives
You’ll work closely with service desk teams, senior engineers, and client stakeholders to deliver high-quality technical support and maintain excellent customer satisfaction levels.
What we’re looking for
- Minimum 3 years’ experience within an MSP environment
- Strong experience supporting Microsoft 365, Azure, and Intune
- Experience using ConnectWise or similar PSA platforms
- Knowledge of RMM tools for remote monitoring and support
- Solid networking knowledge including TCP/IP, VLANs, VPNs, and firewalls
- Experience maintaining technical documentation platforms such as IT Glue
- Excellent troubleshooting and analytical skills
- Strong communication and customer service skills
The ideal candidate will bring a proactive mindset, strong organisational skills, and a passion for technology within a collaborative, fast-moving environment.
Desirable skills
- Microsoft certifications including AZ-900, MS-900, or AZ-104
- macOS support experience within a business environment
- Experience mentoring junior engineers
- Strong documentation and knowledge base creation experience
- Exposure to CRM or ERP systems such as Oracle or Salesforce
Why join?
- Opportunity to work with modern cloud technologies and enterprise environments
- Clear progression and development opportunities
- Up to £36,000 salary plus bonus
- Private healthcare and wellbeing support
- Employee share scheme and enhanced holiday allowance
- Supportive and collaborative culture
Apply now to join a growing technical team delivering high-quality managed services support.
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