Location: Hertford, Hertfordshire (3–4 days per week in the office)
Salary: Up to £40,000 DOE + Benefits
Employment Type: Full Time
Eligibility: Applicants must have the right to work in the UK (no sponsorship available)
About the Organisation
A fast-growing Managed Service Provider (MSP) based in Hertfordshire, delivering managed IT services, cloud solutions, and cybersecurity support to a diverse portfolio of clients. Known for its strong technical capability, collaborative team culture, and commitment to high-quality customer service, the company offers a supportive environment with clear progression pathways — including opportunities to move into 3rd Line support.
Role Overview
The organisation is seeking an experienced 2nd Line Support Engineer to join its busy Service Desk team. You will provide advanced technical support to clients, resolving escalated issues from 1st Line engineers and ensuring high levels of customer satisfaction. The role involves working across Microsoft 365, Azure, Windows Server environments, virtualisation platforms, networking, and endpoint support. This position is ideal for someone who thrives in a fast-paced MSP environment and is looking to develop their skills further within a growing organisation.
Key Responsibilities
* Provide 2nd Line technical support, handling escalated tickets from 1st Line engineers.
* Troubleshoot and resolve issues across Microsoft 365 / Office 365, Windows Server, and virtualization platforms.
* Support and maintain virtualization platforms (VMware or Hyper-V).
* Provide endpoint support for desktops, laptops, and mobile devices.
* Assist with networking troubleshooting including TCP/IP, DNS, DHCP, and routing.
* Maintain clear, accurate, and up-to-date ticket documentation.
* Ensure SLA targets are consistently met.
* Escalate complex or high-priority issues to 3rd Line engineers when required.
* Contribute positively to a collaborative and customer-focused service desk team.
Qualifications
* Proven experience in a 2nd Line Support Engineer role.
* Previous experience working within an MSP or managed IT services environment (preferred).
* Strong working knowledge of:
o Microsoft 365
o Windows Server
o Experience with virtualization technologies (VMware or Hyper-V).
o Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP).
o Excellent troubleshooting and analytical skills.
o Ability to work efficiently in a fast-paced service desk environment.
o Strong communication skills, able to support both technical and non-technical users.
o Microsoft certifications (e.g., MS-100, MS-500, AZ-104).
o Experience with PowerShell or basic scripting.
o Familiarity with monitoring, backup, or security tools.
Benefits
* Competitive salary (Up to £40,000 DOE)
* Training and certification support
* 25 days annual leave + bank holidays + birthday leave
* Clear progression opportunities into the 3rd Line division
* Supportive, collaborative MSP working environment
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