2nd Line Support Engineer
Ashford
£28k - £32k
Managed Service Provider (MSP)
Full Driving License Required Kent-based | Client site & office travel required
Are you currently working in an MSP or service desk environment and ready to take more ownership of technical issues?
Do you enjoy troubleshooting across Microsoft 365, servers, networks, and security rather than just closing tickets?
Are you looking for a role where your technical knowledge is valued, your customer skills matter, and you can continue to develop?
If so, this could be a strong next step.
The Role
We are recruiting for a growing Managed Service Provider who are looking to add a capable and customer-focused 2nd Line Support Engineer to their technical team.
This role sits firmly at 2nd Line level, supporting a range of client environments and acting as an escalation point from 1st Line. You will work across Microsoft technologies, networking, firewalls, and endpoint management, with a mix of remote support and on-site client visits.
You will be trusted to diagnose issues thoroughly, communicate clearly with clients, and see problems through to resolution rather than passing them on.
What You Will Be Doing
Supporting clients in a busy MSP / service desk environment
Troubleshooting networking fundamentals including VLANs, switching, routing, and wireless
Firewall administration and policy management
Windows Server administration and infrastructure support
Active Directory and Entra ID management
Microsoft 365 administration across multiple tenants
Managing devices using Microsoft Intune and Autopilot
Applying Group Policy and configuration policies
Supporting virtualised environments (Hyper-V, VMware, and Proxmox)
Managing backups and disaster recovery solutions
Supporting endpoint security including MFA and EDR
Producing clear documentation and contributing to the knowledgebase
Assisting with infrastructure projects where required (such as cabling, wireless installs, and CCTV)
Project work exposure is a bonus but not essential this role is primarily focused on strong BAU support with variety.
What We Are Looking For
Experience working in an MSP or fast-paced service desk environment
Solid 2nd Line troubleshooting skills across Microsoft technologies
Good understanding of networking fundamentals and security principles
Strong customer service skills and the ability to explain technical issues clearly
A proactive approach to problem-solving and documentation
Additional Requirements
Clean, full UK driving licence
Willingness to undergo an enhanced DBS check (provided), as some clients include schools and colleges
What Is On Offer
Commercial vehicle provided within 6 months
Private medical insurance (after 6-month probation)
Private dental cover (after 6-month probation)
Long-term stability within a growing MSP
Exposure to a wide technical stack and varied client environments
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