2nd Line Engineer – MSP

TEAM; City Of London; Hybrid; GBP 30,000 - 40,000; Full time

Benefits offered by this job

Gym membership

Vitality at Work

Cycle to Work

Quarterly team events

Monthly games night with pizza &早餐

Birthday off work (from 2025)

Job summary

TEAM is seeking a 2nd Line Engineer - MSP to join our team on a hybrid basis. The role involves delivering professional IT support for Windows Server, 365, AD, and end-user devices, following ITIL processes, and visiting client sites as required.

You will manage incidents, log tickets, coordinate with third parties, and contribute to continuous improvement of managed services. The position offers hybrid working with 4 days in the office and 1 day WFH.

Qualifications

• Proven IT support experience (2nd line) in an MSP or similar.
• Experience with ITIL in service desk.
• Knowledge of Windows Server, Microsoft 365, AD, Windows client OS.
• Apple macOS support experience.
• Backup technologies such as DATTO and Acronis.

Responsibilities

• Provide professional, customer-focused IT support across the ticket lifecycle.
• Record incidents and requests with SLA-aligned details.
• Classify and prioritize calls per SLA.
• Diagnose incidents via first-line support and restore service quickly.
• Liaise with third-party suppliers and log tickets.
• Log, assign, and monitor workload across the Service Desk.
• Occasionally attend client sites to provide on-site IT support.
• Support proactive improvements and problem management.

Skills

ITIL framework experience

Tools

Microsoft 365 Support

Active Directory Management

Windows Server 2016-2022

SharePoint/OneDrive/Teams

Windows 10/11 support

DATTO

Acronis

Apple macOS support

Job description

A managed service provider, providing businesses with a range of ongoing tailored solutions to increase efficiency, decrease outgoings, minimise system downtime and boost performance is seeking a 2nd Line Engineer - MSP engineer to join their team.

This is an exciting opportunity to be part of a successful and leading MSP. The role is hybrid with 4 days in the office and 1 day WFH. You will work 7.5 hours a day on a fortnightly shift pattern (8am to 4.30pm or 9am to 5.30pm or 9.30am to 6pm).

As the 2nd Line Engineer - MSP you will:

• Provide a professional and customer-focused service through the life cycle of each ticket; manage customer expectations by keeping customer informed of progress.
• Recording all IT Incidents, Requests and Problems, ensuring all relevant details are captured in line with Service Desk standards.
• Classify calls accurately with the information provided and prioritise in line with the Service Level Agreement (SLA).
• Investigate and diagnose Incidents by providing first line telephone support, gathering and analysing information to identify and resolve a range of technical Incidents such as hardware, software, application and network Incidents with the objective of restoring normal service as quickly as possible.
• Liaise with third party suppliers where necessary, logging tickets and act as a central point of contact.
• Monitoring and tracking Incidents, Requests or Problems, escalating where necessary to other resolver groups, or line Manager.
• Log and assign tickets and monitor workloads for the other Service Desk team members.
• You will be required to attend our client sites to provide IT Support as directed by your Line Manager.

You will take a supporting role in the management and resolution of the customers technical issues, as well as taking a proactive stance in improving the managed services delivered through additional client services and effective Problem Management.

We are looking for a 2nd Line Engineer - MSP with:

• Proven experience in an IT support role (1st / 2nd line),
• Experience of working to an ITIL framework in a service desk capacity,
• Working knowledge of Microsoft Windows Server 2016 - 2022, Microsoft 365 Support for Email, SharePoint, OneDrive and Teams, Active Directory Management, Windows 10, 11 Operating System Support, Microsoft Office Suite.
• Apple OS and Apple Mac support experience.
• Backup Technologies such as DATTO, Acronis.
• Laptop/desktop and thin client support.
• MSP background is preferable.
• MS-900 Microsoft 365 Fundamentals Certification.
• AZ-900 Microsoft Azure Fundamentals Certification.
• SC-900 Microsoft Security Fundamentals Certification.

In return you will receive a salary of £35,000 plus:

• 20 days per year, plus bank holidays. After 3 years continuous service, an extra day annual leave up to 25 days. Birthday off work (from 2025)
• Gym membership
• Vitality at Work Business rewards & benefits
• Cycle to Work scheme
• Quarterly team nights out / events
• Monthly games night with pizzas and breakfast on Wednesdays!