2nd Line Support Engineer

Third Nexus Group Limited; Greater London; Hybrid; GBP 31,000 - 35,000; Full time

Job summary

Third Nexus Group Limited in London is seeking a capable 2nd line IT Support Engineer to join our hybrid service desk. You will handle incidents end-to-end, provide professional customer support, and work with Windows Server, Microsoft 365, Active Directory and macOS.

The role requires ITIL experience, MSP background, and strong communication. It offers on-site and remote work, salary up to £35,000 with benefits, and opportunities for career progression.

Qualifications

• 2-3 years proven IT support experience (1st/2nd line).
• Experience working within ITIL framework in a service desk.
• Skills covering Windows Server, AD, 365, and macOS.

Responsibilities

• Provide professional, customer-focused IT support through ticket life cycle.
• Record incidents and requests with SLA-aligned details.
• Classify calls and prioritise to restore service quickly.
• Diagnose incidents via first-line support, gather data, and resolve issues.
• Liaise with third-party suppliers and act as central contact.
• Monitor and escalate incidents; assign workloads across team.
• Attend client sites to provide on-site IT support as directed.

Skills

MSP background

2-3 years IT support experience

ITIL knowledge

Excellent communication

Attention to detail

Proven client service skills

Willingness to work flexibly

Good telephone etiquette

Highly motivated

Can-do attitude

Education

MS-900 Microsoft 365 Fundamentals

AZ-900 Microsoft Azure Fundamentals

SC-900 Microsoft Security Fundamentals

Tools

Windows Server 2016-2022

Microsoft 365

Active Directory

Windows 10/11

Apple macOS

Office 365

Datto backup

Acronis backup

Job description

Salary: £31,000 - 35,000 per year

Requirements

• MSP background preferable
• 2-3 years proven experience in an IT support role (1st/2nd line)
• Experience of working to an ITIL framework in a service desk capacity
• Microsoft Windows Server 2016-2022
• Microsoft 365 support for email, SharePoint, OneDrive and Teams
• Active Directory management
• Windows 10 and 11 operating system support
• Apple OS and Apple Mac support experience
• Microsoft Office Suite
• Backup technologies such as DATTO and Acronis
• Laptop, desktop and thin client support
• Hold any one of the following certifications: MS-900 Microsoft 365 Fundamentals, AZ-900 Microsoft Azure Fundamentals, SC-900 Microsoft Security Fundamentals
• Highly motivated
• Can do attitude
• Attention to detail
• Excellent communication
• Proven client service skills
• Ability to work under pressure
• Willingness to work flexibly as required
• Good telephone etiquette

Responsibilities

• Provide a professional and customer-focused service through the life cycle of each ticket, managing customer expectations by keeping customers informed of progress
• Record 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 technical incidents such as hardware, software, application and network issues, with the objective of restoring normal service as quickly as possible
• Liaise with third party suppliers where necessary, logging tickets and acting as a central point of contact
• Monitor and track incidents, requests or problems, escalating where necessary to other resolver groups or line manager
• Log and assign tickets and monitor workloads for other service desk team members
• Attend client sites to provide IT support as directed by our line manager

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 solutions to increase efficiency, reduce outgoings, minimise system downtime and boost performance. We are expanding our service desk team for a 2nd Line Support Engineer based in London (W1) with hybrid working, typically 3 or 4 days onsite/in office and 1 or 2 days remote. The role offers up to £35,000 DOE, a competitive package, 20 days annual leave plus bank holidays, increasing holiday entitlement after 3 years continuous service, a birthday day off from 2025, gym membership, Vitality at Work business rewards and benefits, a Cycle to Work scheme, quarterly team nights out and events, monthly games nights with pizzas, breakfast on Wednesdays, and fully paid exams towards relevant certifications. Working hours are 7.5 hours a day on a fortnightly shift pattern covering 8am to 4.30pm, 9am to 5.30pm, or 9.30am to 6pm.

last updated 38 week of 2026