Job Title: 2nd Line Support Engineer Service Desk Location: Hetford, Hertfordshire (3-4 days a week in the office) Salary: Up to £35,000 DOE + Benefits Employment Type: Full Time
*All applicants must have the right to work in the UK, our client cannot provide sponsorship*
About the Company
Our client is a fast-growing MSP based in Hertfordshire, providing managed IT, cloud, and security services to a diverse client base. They are known for their technical expertise, collaborative culture, and commitment to high-quality client support.
Role Overview
We are seeking an experienced 2nd Line Support Engineer to join a busy service desk environment, providing advanced support to client IT users. You will be responsible for troubleshooting and resolving technical issues across Microsoft 365, Azure, Windows Server, virtualization, networking, and endpoint devices, escalating complex issues to 3rd Line engineers as required.
Key Responsibilities
Provide 2nd line support for client IT systems, handling escalated tickets from 1st Line.
Troubleshoot and resolve issues with Microsoft 365 / Office 365, Azure, Intune, and Windows Server.
Support virtualization platforms (VMware or Hyper-V) and endpoint devices.
Assist with basic networking troubleshooting, including TCP/IP, DNS, DHCP, and routing.
Maintain clear and accurate ticket documentation, providing timely updates to clients.
Escalate complex or high-priority issues to 3rd Line engineers as needed.
Contribute to a busy service desk environment, maintaining SLA targets and quality standards.
Essential Skills & Experience
Experience in a 2nd Line support role, ideally within an MSP or managed IT environment.
Knowledge of Microsoft 365, Azure, Intune, and Windows Server environments.
Familiarity with virtualization technologies (VMware or Hyper-V).
Understanding of basic networking concepts (TCP/IP, DNS, DHCP).
Strong troubleshooting skills and ability to work in a fast-paced service desk environment.
Excellent communication skills, capable of assisting both technical and non-technical users.
Desirable Skills
Microsoft certifications (MS-100, MS-500, AZ-104)
Experience with PowerShell or basic scripting
Familiarity with monitoring, backup, or security tools
Benefits
Competitive salary
Training and certification support
Pension scheme
Private health care
25 days leave + bank holidays + birthday leave
Collaborative, supportive MSP environment with career opportunities into the 3rd line division
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