2nd Line Support Engineer

Constant Recruitment Ltd; Pearson's Green; On-site; GBP 21,000 - 35,000; Full time

Benefits offered by this job

Overtime paid

Salary reviews

Christmas bonuses

Technical training & development

Career progression opportunities

Flexible/family-friendly

Pizza-fuelled afternoons

Job summary

Constant Recruitment Ltd is seeking a proactive 2nd Line Support Engineer in Paddock Wood. You will provide remote and onsite technical support, act as escalation point, and assist with installations and projects for a growing MSP.

The role encourages ownership, clear communication, and adherence to SLAs within a collaborative team. The ideal candidate has MSP exposure, strong troubleshooting skills, and a broad Microsoft stack (365/SharePoint/Azure) with Windows Server and virtualization.

Qualifications

• Experience in MSP or busy IT service provider environment.
• 2nd Line support experience.
• Strong troubleshooting and problem solving.
• Professional customer communication.
• Ability to manage competing priorities & take ownership.
• Willingness to share knowledge with colleagues.
• Full UK driving licence for site visits.
• Experience with Microsoft 365, SharePoint, Windows Server, Azure, Hyper‑V/VMware.

Responsibilities

• Provide 2nd Line remote and onsite technical support.
• Act as escalation point for 1st Line team.
• Investigate and resolve issues within SLAs.
• Assist with installations, migrations and projects.
• Prioritise and manage your own tickets.
• Create and maintain clear technical documentation.
• Communicate with customers during resolution.
• Contribute to out‑of‑hours rota when required.

Skills

2nd Line support

MS 365 & SharePoint

Windows OS

Windows Server

Active Directory

Group Policy

Azure

Hyper-V

VMware

Networking basics

WatchGuard/firewalls

Antivirus/endpoint security

Printers & peripherals

Microsoft Office

Legacy Microsoft environments

Job description

2nd Line Support Engineer

Paddock Wood

Up to £35,000

Monday to Friday, 8:30am–5:30pm

Overtime paid for additional project work

Do you enjoy getting to the bottom of technical issues rather than simply passing them on?

Are you ready to take greater ownership of escalated support queries and project work?

Would you like to join a friendly, collaborative team where your contribution is recognised and your technical skills can continue to develop?

If so, this could be a great next step.

We are recruiting for a well‑established and steadily growing Managed Service Provider based in Paddock Wood. As the business continues to welcome new customers, they are looking for an experienced 2nd Line Support Engineer to join their service desk team.

This is a varied position where you will provide both remote and onsite support, act as an escalation point for 1st Line engineers and assist with technical installations and customer projects.

What You Will Be Doing

• Providing 2nd Line remote and onsite technical support to a wide range of customers
• Acting as an escalation point for the 1st Line support team
• Investigating and resolving technical issues within agreed SLAs
• Assisting with installations, migrations and project work
• Prioritising and managing your own support tickets
• Creating and maintaining clear technical documentation
• Communicating with customers throughout the resolution process
• Contributing to the out-of-hours rota when required

What They Are Looking For

• Ideally, you will already have experience working within an MSP, IT service provider or busy technical support environment.
• Previous experience providing support at 2nd Line level
• Strong troubleshooting and problem‑solving skills
• A confident and professional approach to customer communication
• The ability to manage competing priorities and take ownership of technical issues
• A willingness to support colleagues and share technical knowledge
• A full UK driving licence for occasional customer site visits
• Experience across most of the following technologies:
  • Microsoft 365 and SharePoint
  • Windows desktop operating systems
  • Windows Server
  • Active Directory and Group Policy
  • Microsoft Azure
  • Hyper‑V and VMware
  • Networking, including switches, routers, firewalls, DHCP and DNS
  • WatchGuard firewalls or similar security technologies
  • Antivirus and endpoint security
  • Printers and peripheral devices
  • Microsoft Office
  • Experience supporting older or legacy Microsoft environments would also be useful

What Is in It for You

• A salary of up to £35,000, depending on experience
• Paid overtime for additional project work
• Annual salary reviews
• Christmas bonuses
• Paid technical training and development
• Clear progression opportunities, with salary growth as your skills develop
• Support and flexibility when family commitments arise
• A friendly, positive and team-focused working environment
• A workplace where achievements are recognised — and the occasional pizza‑fuelled afternoon keeps things enjoyable

This would suit an experienced 2nd Line Support Engineer who enjoys variety, wants to continue developing technically and would value being part of a supportive and growing MSP.