2nd Line Support Engineer

Gold Group; London; Hybrid; GBP 35,000; Full time

Job summary

A leading IT Managed Service Provider in London is looking for a 2nd Line Support Engineer. This client-facing role requires travel across London and involves resolving customer technical issues while improving services. Ideal candidates have 2-3 years in IT support, experience with ITIL, and Microsoft technologies like Windows Server and Microsoft 365.

Benefits

Gym membership

Vitality at Work rewards

Cycle to Work scheme

Quarterly team outings

Monthly game nights with pizza

Breakfast Wednesdays

Birthday off (from 2025)

Qualifications

• 2-3 years in IT support (1st/2nd line).
• MSP background preferred.
• Experience with ITIL framework.

Responsibilities

• Support management and resolution of customer technical issues.
• Travel to client sites around London for support.
• Monitor and escalate incidents as needed.

Skills

Customer service skills

Problem solving

ITIL framework

Active Directory

Microsoft Windows Server

Microsoft 365

Windows support

Apple OS support

Backup Technologies

Laptop/Desktop support

Education

Essential Certifications (e.g., MS-900 Microsoft 365 Fundamentals)

Job description

Social network you want to login/join with:

2nd Line Support Engineer
Up to £35,000 DOE
London - Hybrid working (4 days onsite/in office, 1 day remote after passing probation)

This role is a client-facing position requiring travel to client sites around London.

I am recruiting in London for multiple 2nd Line Support Engineers for a leading IT Managed Service Provider (MSP).

The ideal candidate would be someone already in a 2nd line role, or an experienced 1st line engineer looking to progress, with an upbeat personality.

As a 2nd Line Support Engineer, you will support the management and resolution of customer technical issues and proactively improve the managed services through additional company services and effective problem management.

2nd Line Support Engineer Benefits:

• Hours: 7.5 hours/day on a rotating shift pattern (8am-4.30pm, 9am-5.30pm, or 9.30am-6pm)
• Holidays: 20 days/year plus bank holidays; after 3 years, up to 25 days; birthday off (from 2025)
• Benefits: Gym membership, Vitality at Work rewards, Cycle to Work scheme, quarterly team outings, monthly game nights with pizza, breakfast Wednesdays

Exams for relevant certifications are fully paid by the client.

Experience Required:

• MSP background preferred
• 2-3 years in IT support (1st/2nd line)
• Experience with ITIL framework
• Microsoft Windows Server 2016-2022
• Microsoft 365 (Email, SharePoint, OneDrive, Teams)
• Active Directory
• Windows 10, 11 Support
• Apple OS and Mac support
• Microsoft Office
• Backup Technologies (DATTO, Acronis)
• Laptop/desktop and thin client support

Essential Certifications (any one):

• MS-900 Microsoft 365 Fundamentals
• SC-900 Microsoft Security Fundamentals

Personal Skills:

• Highly motivated
• Customer service skills
• Ability to work under pressure
• Flexible working
• Professional, customer-focused service
• Record all incidents and requests accurately
• Classify and prioritize calls per SLA
• Diagnose and resolve incidents promptly
• Coordinate with third-party suppliers
• Monitor and escalate incidents as needed
• Manage and assign tickets
• Attend client sites for support as directed

Services advertised are those of an Agency and/or Employment Business. We will contact you within 14 days if selected for interview. For our privacy policy, please visit our website.