Job Description
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:
* Delivering 2nd line remote support services to contracted and non-contracted clients, managing tickets through to resolution.
* Troubleshooting complex desktop, server, and network issues - not just administration, but hands-on problem solving.
* Managing and responding to P1 / Major Incidents, ensuring timely escalation and communication throughout.
* Ensuring all SLA obligations are met and incidents or service requests are escalated where appropriate.
* Supporting junior colleagues as a point of escalation, guidance, and mentoring.
* Implementing remote service requests and installations when required.
* Contributing to technical documentation and knowledge base articles.
What We're Looking For
Essential experience:
* MSP background - essential. You'll need to hit the ground running.
* Strong Microsoft 365 and Azure administration and troubleshooting.
* Windows Server - solid working knowledge and hands-on troubleshooting experience.
* Networking fundamentals - routing, switching, VLANs, LAN/WAN.
* Firewall experience - SonicWall is advantageous, but equivalent experience considered.
* Endpoint and security tooling - Sophos AV, Intune, MDR (or equivalent products).
* Unifi and/or HP switching experience.
* On-premise hardware support and management.
* Ability to work logically under pressure and make sound decisions without hand-holding.
Beneficial (not essential):
* Microsoft certifications (AZ-700, SC-300, AZ-140)
* ITIL Foundation.
* Industry-recognised networking or security certifications.
What You'll Get
* Up to £42,000 salary (DOE)
* Hybrid working - 3 days in the Basildon office, 2 days remote
* 24 days annual leave + bank holidays, rising with length of service
* Private healthcare - immediate enrolment
* Mileage claim for business travel (45p/mile outside regular commute)
* Genuine progression pathways - 3rd line, onsite, or projects team
* Community and development days
This is a brilliant opportunity for a capable 2nd line engineer to join a people-first MSP where your technical ability will be recognised, developed, and rewarded.
Interested?
Don't worry if your CV isn't fully up to date - reach out to Gianluca @ Circlerecruitment dot com for a confidential conversation.
Key words: 2nd Line Engineer, IT Support Engineer, MSP, Managed Services, Remote Support, Microsoft 365, Azure, Windows Server, SonicWall, Sophos, Intune, Unifi, Basildon, Essex, Southend, Chelmsford
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