Job Summary RMX Cloud is seeking a motivated and technically capable 2nd Line Support Engineer to join our growing MSP team. This role is ideal for someone who has moved beyond 1st Line support and is ready to take on more complex technical challenges, develop deeper infrastructure knowledge, and grow within a structured progression environment. You will work closely with our senior engineers to resolve escalated issues, strengthen your technical capability, and build toward independent ownership of client environments. Responsibilities Support escalated 2nd Line tickets and assist in resolving more complex technical issues. Troubleshoot and support: Windows desktop environments Microsoft 365 & Exchange Networking fundamentals (LAN, VPNs, firewall configuration) Hardware diagnostics and troubleshooting Assist with server maintenance, system upgrades, and infrastructure improvements. Work closely with 1st Line engineers to reduce repeat issues and improve documentation. Use IT service management tools (N-Sight, Take Control, TeamViewer, MSP Manager) to log and manage tickets accurately. Document solutions clearly and contribute to internal knowledge base improvements. Communicate professionally with clients while developing confidence in client-facing situations. Gradually take increased ownership of tickets as capability develops. Requirements Experience in a 1st Line or early 2nd Line IT support role (MSP experience desirable). Good working knowledge of: Windows desktop environments Microsoft 365 Basic networking principles Familiarity with ticketing systems in an IT support environment. Strong problem-solving skills and willingness to learn. Calm approach under pressure. Clear communication skills. Desire to develop technically and progress within an MSP environment. Culture & Progression At RMX Cloud, progression is structured and performance-based. Salary reviews are aligned to: Demonstrated capability Ownership of escalations Certification progress Contribution to team development We actively support certification and ongoing professional growth for engineers who want to progress. Desirable (Not Essential) CompTIA A / Network or working toward certification Exposure to Microsoft server environments Experience with 3CX or networking hardware