2nd Line Service Desk engineer

Aabyss UK; Milton Keynes; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A proactive IT support company in Milton Keynes is seeking a Second Line IT Support Engineer. In this role, you'll provide exceptional support for IT challenges, primarily focusing on Microsoft 365 and advanced troubleshooting. Ideal candidates will have 3+ years of IT support experience and be equipped with excellent communication skills. The company offers benefits such as private medical insurance and work from home flexibility. Join their collaborative team and enhance your technical expertise.

Benefits

25 days holiday plus bank holidays

Company profit share scheme

Private medical insurance

Flexible working hours

Cycle to Work scheme

Qualifications

• 3+ years’ IT support experience, ideally within a managed services provider.
• Strong troubleshooting knowledge of Microsoft 365 and endpoint management.
• Good understanding of networking fundamentals, including VPN and VLAN configurations.

Responsibilities

• Act as an escalation point for complex incidents from 1st Line Engineers.
• Troubleshoot advanced issues with Microsoft 365 and business applications.
• Deliver on-site and remote technical assistance, maintaining clear communication.

Skills

Microsoft 365 troubleshooting

Networking fundamentals

Cloud services support

Communication skills

Education

3+ years IT support experience

Professional qualifications (compTIA, Microsoft, Cisco)

Tools

Azure

Hyper-V

Watchguard Firewalls

3CX

Job description

About Aabyss

Aabyss exists to enable and support organisations with technology, empowering them to grow and fulfil their goals. Our niche is in IT Security & Support, and we’re driven by a culture that values going the extra mile, being willing to help, and staying eager to learn and develop. We challenge comfortably, pushing boundaries to find better ways forward, and we do so with a proactive, passionate spirit that puts people first. If you’re ready to join a team that thrives on excellence, growth, and genuine collaboration, we’d love to hear from you.

Core Values

• WILLING to HELP – We\'re ready to assist our colleagues, our clients, or anyone in need. We have a proactive attitude towards supporting others, ensuring everyone achieves their goals.
• Go the EXTRA MILE – We have a positive and energetic approach to tasks, going beyond what is expected. We enthusiastically put the effort and dedication in to achieve outstanding results, and have genuine passion for our work.
• Comfortable CHALLENGING – We have the confidence to question and improve processes, ideas or decisions. We respectfully push boundaries and see better ways to achieve excellence without fearing conflict.
• Eager to LEARN & DEVELOP – We have a continuous desire for personal and professional growth. We actively seek new knowledge, skills and experiences to stay ahead and contribute more effectively to the team and the business.

About the Role

We are looking for a passionate and knowledgeable individual to join our team in a dynamic second-line support role. You will deliver exceptional technical service, troubleshooting, and solutions to a varied client base across a wide range of advanced IT environments.

Role: Second Line IT Support, Service Desk Engineer

As a 2nd Line Engineer, you will play a key role in resolving complex IT incidents and service requests, acting as the escalation point for our Service Desk team. With your strong technical skills and focused approach, you will ensure our clients’ IT infrastructure runs smoothly and securely, maintaining high customer satisfaction at all times.

You will work directly with clients and internal teams, providing remote and on-site support for critical issues. Within our fast-paced managed services environment, you will demonstrate excellent analytical and problem-solving abilities, handling multiple tasks and priorities with professionalism.

Responsibilities

• Act as an escalation point for complex technical incidents and service requests from 1st Line Engineers, ensuring timely and complete resolutions
• Troubleshoot and resolve advanced issues with endpoints, networks, Microsoft 365, servers, cloud services, security, and a variety of business applications
• Deliver on-site and remote technical assistance, maintaining clear and professional communication with all clients
• Document incidents, changes, and solutions accurately in our ticketing system to support knowledge sharing and compliance
• Assist with the onboarding of new clients and deployment of new solutions, carrying out network and system configurations as required
• Contribute to technical documentation, procedures, and guidelines to improve team efficiency and client self-service
• Support successful remediation of vulnerabilities, installations, upgrades, migrations, and 3rd line escalations where appropriate

Experience & Skills

• 3+ years’ IT support experience, ideally within a managed services provider (MSP) or fast-paced IT team
• Strong troubleshooting knowledge of Microsoft 365 (Exchange, Teams, SharePoint, Intune, EntraID) and endpoint management
• Good understanding of networking fundamentals: firewalls, switches, wireless, VPN and VLAN configuration
• Ability to implement and support Microsoft Modern Workplace environments
• Experience with cloud services, backup and disaster recovery solutions, and a range of business technologies (e.g., Azure, Hyper-V, Watchguard Firewalls, Meraki equipment, 3CX, Datto RMM, Autotask)
• Commercially aware, with a keen eye for efficiency and security best practice in client IT operations
• Professional qualifications or certifications (compTIA, Microsoft, Cisco, etc.) desirable, or willingness to work toward them
• Excellent communication skills, able to collaborate with colleagues and clients of all technical backgrounds in a professional and respectful manner

Opportunities for Professional Development

• Work alongside experienced technical experts and gain exposure to enterprise-grade technologies
• Opportunities for sponsored training, certification, and ongoing personal growth within the team
• Chance to develop project skills and take on more complex technical challenges as part of your ongoing role

Benefits – Inclusive & Flexible Working

• 25 days holiday plus bank holidays (33 days)
• Company profit share scheme (in addition to salary)
• Private medical insurance
• Company contributory pension scheme
• Work from home flexibility
• Flexibility of working hours
• Cycle to Work scheme

If you thrive in a collaborative environment, respond quickly to challenges, and are committed to delivering top-tier support, we welcome your application to join our team as a 2nd Line Engineer.