Job Description

2nd Line Support Engineer

Location: London, SE1
Hybrid: 2 days onsite, 3 days remote
Start: November
Contract: 3 months contract

We’re looking for an experienced 2nd Line Support Engineer to join a small MSP providing managed IT and cyber security services.

You’ll provide hands-on 2nd line support across multiple customer environments, taking ownership of technical issues through to resolution. Excellent customer service is essential, with a strong focus on communication, ticket ownership and keeping users regularly updated.

Key Skills

• Strong 2nd Line IT Support experience
• Strong Microsoft 365, Azure / Entra ID and Exchange knowledge
• Active Directory & Group Policy
• Datto RMM or Autotask PSA – strongly preferred
• Strong networking skills including DNS, DHCP, TCP/IP, VPN, LAN/WAN and Wi-Fi
• Windows 10/11, hardware and software troubleshooting
• Software deployment and PowerShell knowledge advantageous
• Excellent ticket and queue management
• Exceptional customer service and communication skills
• Confident communicating with customers and explaining technical issues clearly
• Proactive approach to providing customers with regular updates
• Strong ownership of tickets from initial investigation through to resolution
• Adaptable, personable and comfortable working within a small MSP
• Previous MSP experience advantageous