2nd Line MSP Service Desk Engineer

Dheya; London; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading managed services provider in London is seeking a skilled 2nd Line Engineer to provide technical support and manage IT needs for clients. This role requires a proactive approach, strong troubleshooting skills, and a commitment to excellent service. You'll engage in ongoing professional development and have opportunities for career progression within a supportive company culture.

Benefits

Flexible working arrangements

Health and wellness initiatives

Competitive salary and bonus structure

Up to 25 days holiday + bank holidays

Ongoing training and career progression

Supportive and inclusive company culture

Qualifications

• 3+ years MSP helpdesk experience, 1+ year in a 2nd line role.
• Proficient in Windows Server, Active Directory, Exchange, Office 365.
• Strong problem-solving and communication skills.

Responsibilities

• Provide efficient support for reactive service requests.
• Manage small projects, document client network info accurately.
• Deliver clear client assistance and maintain high-quality standards.

Skills

Active Directory

Windows Server

Networking

Remote support tools

Backup Solutions

Firewall Configuration

VoIP Systems

Microsoft 365

ITIL Framework

Education

Microsoft Azure/M365 certification

Cisco (CCNA)

ITIL

Job description

Skills Required :

Active Directory Windows Server Networking Troubleshooting Remote support tools EntraID Microsoft 365 ITIL Framework Backup Solutions Firewall Configuration VoIP Systems

Job Title and Location

· Job Title: 2nd Line Engineer – Managed Services Provider (MSP)

· Location: London, UK (1 day home working per week after probation)

· Salary: £30k to £40k incl Performance related bonus + benefits

About Us

At Support Tree, we provide IT support and security solutions to the financial services and other sectors across London. Our commitment to excellent service and proactive support has earned us a reputation as a trusted MSP. We pride ourselves on our team values of growth, care, humility, and teamwork. We are seeking a skilled 2nd Line Engineer to join our dedicated and collaborative team as we continue to expand.

The Role

As a 2nd Line Engineer, you will play a critical role in providing reactive support and technical expertise, ensuring our clients receive exceptional service during challenging situations. You will work in a dynamic environment that demands strong communication skills, technical aptitude, and the ability to manage high-pressure scenarios. Your experience will enable you to effectively guide clients while addressing their IT needs.

Key Responsibilities

• Provide efficient support for reactive service requests, assist with time and materials (T&M) service requests.
• Manage small projects and collaborate with senior engineers on larger initiatives.
• Document and maintain client network information and system configurations accurately.
• Ensure the integrity of data through effective backup maintenance.
• Configure and support email clients.
• Troubleshoot and customise Microsoft Office Suite applications based on client requirements.
• Administer Microsoft 365/EntraID and SharePoint user accounts and permissions.
• Support more complex Microsoft 365 and EntraID issues
• Handle user administration, including adding/removing users and configuring file permissions.
• Take ownership of tasks, providing clear and timely updates to clients.
• Maintain a high standard of quality in all work, demonstrating attention to detail.

Client Interaction and Communication

• Deliver clear and user-friendly assistance to clients, many of whom may possess limited technical knowledge.
• Demonstrate patience, understanding, and a positive attitude in all client interactions.
• Effectively communicate technical information in a non-technical manner.

Documentation and Knowledge Management

• Maintain accurate records of client interactions and resolutions in the support ticket system.
• Ensure clear documentation of processes and solutions for future reference.

Professional Development

• Engage in ongoing learning opportunities to enhance technical skills and customer service abilities.
• Participate in training sessions and workshops to stay updated with the latest technologies and best practices.

Credentials and Experience

• Proven minimum 3 Years MSP helpdesk experience and minimum 1 year, 2nd line experience within an MSP environment
• Good understanding of Windows Server, Active Directory, Exchange, Office 365, and Azure (EntraID)
• Experience with non-cisco firewalls (SonicWALL/ FortiGate), routers, and networking (VPN, VLANs, etc.).
• Knowledge of security best practices (ISO27001, GDPR compliance).
• Relevant certifications such as Microsoft Azure/ M365 (MCSA/MCSE), Cisco (CCNA), ITIL, or equivalent.
• Excellent problem-solving and communication skills.
• Eagerness for continuous development and adapting to a fast-paced environment.
• A dependable engineer who follows directions and maximises billing opportunities.
• Consistently receives positive client feedback.

What We Offer

• Competitive salary and bonus structure.
• Opportunities for career progression and ongoing training.
• Flexible working arrangements.
• Supportive, inclusive company culture with a focus on personal growth and development.
• Up to 25 days holiday + bank holidays.
• Health and wellness initiatives.
• Benefits including health schemes, flexible working options, and a friendly office atmosphere.
• Participate in regular team events and activities, fostering a collaborative and enjoyable work culture.

Important – Please Apply via This Advert Only

Applications must be submitted via this advert.

We do not accept applications by email or any other method. To ensure a fair and consistent recruitment process, please use the application form provided here on this platform.

Please do not call us regarding this vacancy.

All the information you need is included in this advert. Our team is unable to respond to phone enquiries about the role or the application process.

Strictly no recruitment agencies.

We are not working with any agencies on this vacancy. Unsolicited calls or emails from recruiters will not be responded to.