2nd Line Engineer – MSP

TEAM; City of Westminster; Hybrid; GBP 32,000 - 39,000; Full time

Benefits offered by this job

Birthday day off

Gym membership

Cycle to Work

Quarterly team events

Monthly games nights

Vitality at Work benefits

20 days annual leave + bank holidays

Job summary

TEAM is seeking a 2nd Line Engineer in the United Kingdom. The role involves four days in the office and one day from home, with 7.5-hour shifts on a fortnightly pattern. You will handle IT support across Windows Server, Microsoft 365, Active Directory and Mac OS, with a focus on incident management and client satisfaction.

The salary is £35,000 per year. Benefits include 20 days annual leave plus bank holidays, a birthday day off, gym membership, Cycle to Work, and team events.

Qualifications

• Proven experience in an IT support role, covering 1st or 2nd line.
• Experience working to an ITIL framework in a service desk capacity.
• Proficient in Windows Server 2016–2022, Microsoft 365 support for Email/SharePoint/OneDrive/Teams, and AD.
• Experience with Windows 10/11 and Office 365.
• Apple macOS support experience.
• Backup technologies such as Datto and Acronis.
• MSP background preferred.
• Certifications: MS-900, AZ-900, SC-900.

Responsibilities

• Provide professional, customer-focused service through each ticket's life cycle.
• Record incidents and requests, capturing details per service desk standards.
• Classify and prioritise calls per SLA.
• Investigate and diagnose incidents, provide first-line support to resolve issues.
• Liaise with third-party suppliers and log tickets, acting as central contact.
• Monitor, escalate, and route incidents as needed.
• Log/assign tickets and monitor workloads for the team.
• Attend client sites to provide IT support as directed.
• Support management and resolution of customer technical issues.
• Help improve managed services through proactive client support.

Skills

IT support

ITIL service desk

MS 365 support

Active Directory management

Windows 10/11 support

Mac OS support

Backup technologies

MSP background

IT service delivery

Tools

Windows Server 2016-2022

Microsoft 365 (Email, SharePoint, OneDrive, Teams)

Active Directory

Windows 10/11

Office 365

Apple macOS

Datto backup

Acronis

Azure

Job description

Salary: £35,000 - 35,000 per year

Requirements:

• Proven experience in an IT support role, covering 1st or 2nd line
• Experience 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 and 11 operating system support, and the Microsoft Office Suite
• Apple OS and Apple Mac support experience
• Experience with backup technologies such as DATTO and Acronis
• Laptop, desktop and thin client support experiencei>
• MSP background preferred
• MS-900 Microsoft 365 Fundamentals Certification
• AZ-900 Microsoft Azure Fundamentals Certification
• SC-900 Microsoft Security Fundamentals Certification

Responsibilities:

• Provide a professional, customer-focused service throughout each tickets life cycle and keep customers informed of progress
• Record IT incidents, requests and problems, capturing relevant details in line with service desk standards
• Classify calls accurately and prioritise them in line with the Service Level Agreement (SLA)
• Investigate and diagnose incidents, provide first-line telephone support, and gather and analyse information to resolve hardware, software, application and network issues and restore normal service as quickly as possible
• Liaise with third-party suppliers, log tickets and act as a central point of contact
• Monitor and track incidents, requests and problems, escalating them to other resolver groups or a line manager when necessary
• Log and assign tickets and monitor workloads for other service desk team members
• Attend client sites to provide IT support as directed by a line manager
• Support the management and resolution of customers technical issues
• Proactively help improve managed services through additional client services and effective problem management

Technologies:

• Active Directory
• Azure
• Hardware
• Support
• ITIL
• Microsoft 365
• Network
• Security
• SharePoint
• Windows
• Office 365
• Cloud

More:

We are a managed service provider offering businesses tailored ongoing solutions to increase efficiency, reduce outgoings, minimise system downtime and improve performance. We are seeking a 2nd Line Engineer to join our successful team. The hybrid role involves four days in the office and one day working from home, with 7.5-hour days on a fortnightly shift pattern: 8:00am–4:30pm, 9:00am–5:30pm or 9:30am–6:00pm. The salary is £35,000. Benefits include 20 days annual leave plus bank holidays, increasing by one day after three years of continuous service up to 25 days, a birthday day off from 2025, gym membership, Vitality at Work business rewards and benefits, a Cycle to Work scheme, quarterly team events and monthly games nights with pizza and Wednesday breakfasts.