A growing, client-focused IT services company based in Essex. We provide end-to-end IT support for businesses across the region, and pride ourselves on delivering a high-quality, personal service. We are now looking for a 2nd Line IT Support Engineer to join our Service Desk team, covering a broad mix of 1st and 2nd line duties, while also acting as an escalation point for our 3rd Line Engineers. The Role As a 2nd Line IT Support Engineer, you will: * Provide day-to-day support for 1st and 2nd line Service Desk tickets, ensuring timely resolution. * Escalate and support more complex issues in collaboration with our 3rd Line Engineers. * Manage and prioritise incoming requests across multiple clients. * Visit client offices across Essex and the surrounding areas (a full UK driving licence is essential). * Work in a hybrid setup: from our office, on-site with clients, and from home (must have a quiet workspace and fast broadband). * Communicate effectively with both internal colleagues and external clients, ensuring technical information is delivered clearly and professionally. What We’re Looking For * Minimum 3 years’ experience in IT support, preferably within a Managed Service Provider (MSP) environment. * Strong expertise with Microsoft technologies including Windows, Office, and Microsoft 365. * Good troubleshooting skills across hardware, software, and networking. * Strong communication skills – able to engage confidently with colleagues and clients. * A proactive, hands-on approach with a focus on customer satisfaction. * Full UK driving licence (essential). * Microsoft exams/certifications (e.g. Microsoft 365, Azure, Windows Server) are desirable but not essential. Job Type: Full-time Pay: £33,000.00-£36,000.00 per year Benefits: * Company pension * Free parking * On-site parking * Work from home Work Location: Hybrid remote in Wickford