2nd Line Support Engineer

2nd Line Engineer

Loation: Remote (UK-based) with customer site visits as required
Full-time Permanent Monday Friday, 9:00am 5:30pm

Join a Growing Microsoft Cloud MSP

Our client is a fast-growing Managed Service Provider helping businesses unlock the full potential of Microsoft Cloud technologies. Their services cover IT support, cyber security, and digital transformation, delivering modern solutions that help organisations work smarter and more securely.

This is a business with ambitious plans, a collaborative culture, and a strong technical foundation. The team includes hands-on directors, an experienced Senior Engineer leading project delivery, a trusted outsourced service desk, and a network of specialist contractors.

They re now looking for a proactive and customer-focused 2nd Line Engineer to help support their next stage of growth.

The Opportunity

This role is ideal for someone who enjoys variety, autonomy, and customer interaction.

You ll work closely with the outsourced service desk, taking ownership of escalated support tickets while also delivering customer change requests, project work, and on-site installations. You ll collaborate directly with senior technical leadership and play an important role in improving systems, processes, and customer experience.

Some weeks will involve regular customer site visits for project work or reactive support, while others will be fully remote.

Key Responsibilities

Resolve 1st and 2nd line escalated tickets end-to-end

Deliver customer change requests including:

Laptop setups

User onboarding/offboarding

SharePoint site creation

Teams and mailbox configuration

Support project delivery and on-site installations

Attend customer sites for scheduled and reactive work

Work alongside the Senior Engineer on escalations and complex issues

Maintain clear technical documentation

Identify opportunities to improve systems and processes

Optional Growth into Technical Account Management

For candidates interested in developing commercially, there s also the opportunity to support account management activities, including:

• Assisting the Account Manager
• Producing basic quotes for hardware and licensing
• Participating in technical customer discussions

This is completely optional, but offers a genuine pathway for career progression and salary growth.

Technologies You ll Work With

• Microsoft 365 (Exchange, Teams, SharePoint, Intune)
• Microsoft Defender for Office 365 & Defender for Business
• Microsoft Entra ID & Conditional Access
• Microsoft Azure basics
• Azure Virtual Desktop & Windows 365
• Windows 10/11 & Windows Server
• Halo PSA
• Ninja RMM
• Asana
• Windows Autopilot

About You

You ll be someone who:

Has strong communication and customer service skills

Enjoys solving problems and learning new technologies

Is proactive, organised, and driven to improve

Is comfortable working both remotely and on customer sites

Thrives in a fast-moving MSP environment

Has an interest in AI tools and modern ways of working

Essential Skills & Experience

• Minimum 2 years experience in a 2nd Line MSP role
• Strong Microsoft 365 administration experience
• Experience with Exchange, SharePoint, Teams, and Intune
• Working knowledge of Microsoft Entra ID & Conditional Access
• Good understanding of DNS, DHCP, VPNs, and firewalls
• Experience supporting Windows desktop and server environments
• Full UK driving licence and access to a vehicle
• Right to work in the UK

Nice to Have:

Experience using AI tools such as Microsoft Copilot or Claude

Microsoft certifications (MS-900, AZ-900, SC-900, MS-102 etc.)

Exposure to Azure IaaS, AVD, or Windows 365

Experience with Autopilot or Intune app packaging

ITIL familiarity

What s On Offer

• Competitive salary
• Generous holiday allowance
• Paid certifications and training
• Pension scheme
• Genuine progression opportunities into:
  • 3rd Line Engineering
  • Project Delivery
  • Technical Account Management

You ll be joining at an exciting stage of growth where your ideas, input, and development will genuinely matter.