Salary: £40,000 - 45,000 per year Requirements: We are looking for previous experience in a 2nd Line Support or Escalation role within an MSP environment. We need strong experience with Microsoft technologies. We require excellent communication and customer-facing skills. We are looking for someone who is proactive, organised, and calm under pressure. We need the ability to prioritise multiple issues effectively. We value commercial awareness and a customer-first mindset. We are looking for a team player who enjoys mentoring and improving service standards. We want someone ambitious who is committed to continuing their career development. Responsibilities: We act as the senior escalation point for complex support issues. We support and mentor Tier 1 Engineers. We troubleshoot Microsoft 365, Azure, and infrastructure issues. We investigate and respond to security alerts from SOC and SIEM platforms. We support Cisco Meraki networking environments. We manage issues through to resolution with clear customer communication throughout. We identify recurring technical or service trends and help improve processes. We produce documentation and knowledge-sharing material. We work closely with Service Desk Management and senior technical teams. We escalate to Tier 3 teams where required. Technologies: AI Azure Cloud Cisco Support Microsoft 365 Security Office 365 Active Directory Android Hyper-V Windows More: We are an award-winning Microsoft-focused MSP with a growing Service Desk team based in Central London, offering a hybrid working pattern on a permanent full-time basis. We provide a strong technical and collaborative culture, weekly formal training, paid certifications, exposure to modern cloud, security, and AI technologies, and clear progression opportunities into Team Leadership, Service Delivery, or Pre-Sales. Our team is friendly and highly experienced, and we are looking for someone who wants to build credibility, influence service delivery, and grow beyond traditional support. last updated 20 week of 2026