2nd Line Engineer - Hybrid - MSP

Uptime Solutions; Crawley; Hybrid; GBP 32,000 - 46,000; Full time

Job summary

Uptime Solutions is seeking a 2nd Line Engineer to support our growing MSP client base from Crawley. This hybrid role blends home/office work with 3 days remote and 2 days at the office.

You will troubleshoot Windows Server, VMware, Hyper-V, Azure and Microsoft 365, log tickets in our PSA, mentor junior peers, and look for automation opportunities to improve uptime and reliability across client environments.

Qualifications

• MSP experience preferred.
• Knowledge of Autotask RMM or PSA.
• Strong communication skills, both verbal and written.
• Mentoring junior peers and collaborating with seniors.

Responsibilities

• Deliver 2nd line IT support to MSP clients.
• Troubleshoot technical issues across Windows Server, VMware, Hyper-V, Azure and M365.
• Log and manage tickets in PSA platform.
• Identify automation opportunities to improve uptime and reliability.

Skills

Windows Server

VMware

Hyper-V

Azure

Microsoft 365

Networking

Autotask RMM/PSA

Communication

Tools

Autotask RMM

Job description

2nd Line Engineer Hybrid based - Crawley (3 days remote/ 2 days office based)

What's this role about? As a 2nd line engineer you will assist in proactively managing and troubleshooting issues for the end customers of our MSP partners. Using your analytical skills to efficiently problem solve within our fast paced environment you will work with your team to provide market leading technical support. Growth is important to us, your role will include mentoring junior peers but also being mentored by seniors to ensure continuous growth and development throughout the team.

What will I get up to day to day?

You will be responsible for delivering 2nd line IT support services to the customer base of our MSP partners. Your everyday focus will include:

• Troubleshooting a range of technical issues experienced by our clients, including the following technologies:
• + Windows Server 2008 R2, 2012, 2016,2019 + Windows 10 & 11 + VMware, Hyper-V + Azure + Microsoft 365
• Network troubleshooting
• Using our PSA platform to log and respond to support tickets
• Identifying automation opportunities and proactive tasks resulting in exceptional levels of uptime and reliability of client systems

What gets me the competitive edge? Stand out from the pack with these things:

• Experience working for a managed service provider
• Knowledge of Autotask RMM or PSA
• Being a people person, delivering support with a friendly and positive manner
• Great communication skills, both verbally and in writing will be expected.

Working hours (weekly rotating)

• 7:45am - 4:15pm
• 8:30am - 5pm
• 9am - 5:30pm
• 9:30am - 6pm
• 11:30am - 8pm

You will also be required to work 1 in 4 weekends (days back in lieu).

• Experience working for a managed service provider
• Knowledge of Autotask RMM or PSA
• Being a people person, delivering support with a friendly and positive manner
• Great communication skills, both verbally and in writing will be expected.