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 a 2nd 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