2nd/3rd Line Support Engineer
Central London – Hybrid
MSP Experience crucial
Salary - Flexible DOE
If you’re an experienced and adaptable 2nd/3rd Line Engineer who thrives in a fast-paced MSP environment. You're confident handling escalations, love diving into complex technical issues, and can communicate just as clearly with end users as with technical teams.
You're highly organised, calm under pressure, and have a passion for learning and evolving with new technologies. You're proactive, collaborative, and take pride in delivering high-quality support to a range of clients.
Then my client wants to hear from you!
Key Responsibilities:
* Handle and resolve 2nd/3rd line support tickets, working both independently and collaboratively
* Provide expert support across Microsoft 365, Azure, virtual environments, and networking infrastructure
* Monitor client environments for performance or security issues, and respond proactively
* Escalate complex issues where needed and follow through on resolution
* Perform admin and support tasks in Azure, AWS, and SharePoint
* Maintain accurate documentation of all client interactions and troubleshooting steps
* Contribute to internal knowledge bases and best practice documentation
* Support wider technical projects, system upgrades, migrations, and integrations
* Work closely with account managers and clients to understand their environments and priorities
Key Skillset:
* 4+ years of experience in 2nd/3rd line support roles, ideally within an MSP
* Strong experience with:
* Windows Server OS, Active Directory, Group Policy
* Microsoft 365, Azure, SharePoint, Intune
* Virtualisation: Hyper-V and VMware environments
* Networking: TCP/IP, DNS, DHCP, LAN/WAN, VPNs, VLANs, firewalls, switches
* Exposure to cloud platforms (Azure/AWS) and hybrid infrastructure
* Backup solutions (e.g., Datto) and endpoint security tools
* Comfortable with remote monitoring and management (RMM) tools
* Able to manage multiple tickets/issues concurrently while maintaining quality of service
* Strong written and verbal communication skills
* Bonus: familiarity with ticketing platforms like AutoTask, Salesforce, or similar
* Opportunities to gain certifications, progression, regular team events, and a supportive, fun culture
Please apply for immediate consideration, strong MSP experience crucial. Client wants to interview & offer asap