2nd Line IT Support Engineer - MSP
Basildon, Essex (Hybrid)
Up to £42k
A dynamic and growing Managed Service Provider based in Basildon, Essex is looking for a 2nd Line IT Support Engineer to join their busy helpdesk team. Supporting a broad client base across the South East, this MSP prides itself on high-quality service delivery, a strong team culture, and clear progression pathways.
You'll be the backbone of the remote support function - an all-rounder with solid 2nd/3rd line troubleshooting ability across the standard MSP stack, comfortable handling escalations, major incidents, and everything in between. This is a hybrid role, with 3 days in the Basildon office and 2 days working from home.
Responsibilities
In this role, you'll be responsible for:
1. Delivering 2nd line remote support services to contracted and non-contracted clients, managing tickets through to resolution.
2. Troubleshooting complex desktop, server, and network issues - not just administration, but hands-on problem solving.
3. Managing and responding to P1 / Major Incidents, ensuring timely escalation and communication throughout.
4. Ensuring all SLA obligations are met and incidents or servi...