Location : Central London Salary : £33,000-£37,000 Are you an experienced IT support professional ready to take the next step in your career? Do you thrive in fast-paced environments and enjoy solving complex technical challenges? Were partnering with an award-winning, fast-growing Managed Service Provider (MSP) based in Central London. Theyre looking for a skilled 2nd Line Support Engineer to join their friendly, high-performing Service Desk team. ?? The Role Youll be a key player in the Service Desk, acting as a go-to expert for complex tickets, supporting junior team members, and ensuring clients receive prompt, professional support. Your day-to-day will involve a mix of hands-on technical troubleshooting, team collaboration, and client interaction. ??? What Youll Be Doing Delivering 2nd line IT support to customers across hardware, software, and network issues. Acting as an escalation point for junior analysts, supporting their development. Maintaining ticket queues and ensuring SLAs are consistently met. Liaising with clients and third-party vendors to resolve issues effectively. Contributing to and maintaining the Service Desk knowledge base. Identifying recurring issues and recommending process improvements. Conducting occasional on-site client visits in London. ? What Were Looking For 3 years in an IT support role, with solid 2nd line experience. Strong troubleshooting skills across Microsoft 365, Windows 11, and macOS. Working knowledge of IT security tools (firewalls, antivirus, data protection). Excellent communication and interpersonal skills. Familiarity with ITIL or service management best practices (desirable). Relevant certifications (e.g., CompTIA A, Network, MCSE, CISSP) are a bonus. Desire to progress into a Team Lead position ADZN1_UKTJ