Senior 2nd Line Support Engineer (Escalations / Microsoft / MSP)
40,000 - 45,000 + Training + Progression
Central London / Hybrid
Permanent Full Time
An award-winning Microsoft-focused MSP is looking for a Senior 2nd Line Support Engineer to join its growing Service Desk team.
This is more than a typical 2nd line support role. You'll act as a senior escalation point for the Service Desk - combining strong technical troubleshooting skills with excellent customer communication, ownership and commercial awareness.
You'll support a highly capable Tier 1 team, help improve service delivery standards and work closely with Service Desk leadership to ensure customers receive a first-class experience.
There are also genuine progression opportunities into Team Leadership, Service Delivery or Pre-Sales as the business continues to grow.
The Role
You'll be responsible for:
* Acting as the senior escalation point for complex support issues
* Supporting and mentoring Tier 1 Engineers
* Troubleshooting Microsoft 365, Azure and infrastructure issues
* Investigating and responding to security alerts from SOC / SIEM platforms
* Supporting Cisco Meraki networking environments
* Managing issues through to resolution with clear customer communication throughout
* Identifying recurring technical or service trends and helping improve processes
* Producing documentation and knowledge sharing material
* Working closely with Service Desk Management and senior technical teams
* Escalating to Tier 3 teams where required
Technical Environment
* Microsoft 365
* Azure
* Windows Server / Active Directory
* Cisco Meraki
* Endpoint Manager / Intune
* MFA / Security tooling
* SIEM / EDR platforms
* Hyper‑V
* Windows, Mac, iPhone and Android device support
What They're Looking For
* Previous experience in a 2nd Line Support or Escalation role within an MSP environment
* Strong Microsoft technology experience
* Excellent communication and customer-facing skills
* Someone proactive, organised and calm under pressure
* Ability to prioritise multiple issues effectively
* Commercial awareness and a customer-first mindset
* A team player who enjoys mentoring and improving service standards
* Someone ambitious who wants to continue developing their career
Why Join?
* Award‑winning MSP and Microsoft Solutions Partner
* Strong technical and collaborative culture
* Weekly formal training and paid certifications
* Hybrid working
* Exposure to modern cloud, security and AI technologies
* Clear progression opportunities
* Friendly, highly experienced engineering team
If you're an experienced MSP Support Engineer looking for a role where you can build credibility, influence service delivery and progress your career beyond traditional support, we'd love to hear from you.
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