2nd Line Support Engineer

UptimeIT; Crawley; Hybrid; GBP 28,000 - 38,000; Full time

Benefits offered by this job

Hybrid work

Job summary

UptimeIT in Crawley is seeking a proactive 2nd Line Engineer to join our MSP-focused team. You’ll troubleshoot a range of client issues, provide escalation support and mentor junior peers, helping drive continuous improvement.

You’ll work with Windows Server, Windows desktop, VMware/Hyper‑V, Azure and Microsoft 365, and log incidents via our PSA. A people‑minded communicator with MSP experience will thrive here, with rotating shifts and weekend coverage.

Qualifications

• Experience in a managed service provider environment.
• Strong written and verbal communication skills.
• Mentoring and sharing knowledge with peers.

Responsibilities

• Provide 2nd line IT support to MSP clients.
• Troubleshoot a range of technical issues across MS stack.
• Log and manage tickets in PSA platform.
• Identify automation opportunities and improve client uptime.

Skills

Windows Server 2008-2019

Windows 10/11

VMware/Hyper-V

Azure

Microsoft 365

Tools

Autotask RMM

Autotask PSA

Job description

2nd Line Engineer

Hybrid-based - Crawley

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 gives 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 weekend in 4 (days back in lieu)