2nd Line Support Engineer

Purple Matrix; Shoreditch; On-site; GBP 30,000 - 42,000; Full time

Benefits offered by this job

Company events

Cycle to work scheme

Length-of-service bonus structure

Birthday day off

Additional holiday allowance based on

Job summary

Purple Matrix in London is seeking an IT Support professional to join our MSP-focused team, resolving a broad range of computing, networking, and cloud-based issues for clients, delivering hands-on, on-site support across varied environments.

The role requires visiting London-based clients regularly, managing tickets end-to-end, and maintaining SLA targets. We value clear communication, patient user support, and a collaborative approach; travel to European clients may be expected.

Qualifications

• It MSP experience is required in an MSP environment.
• 2 years IT Support experience within an MSP environment is required.
• Experience resolving computing, networking and cloud challenges is essential.

Responsibilities

• Visit London-based clients regularly to resolve day-to-day IT issues with the in-house team and ticketing systems.
• Manage workload effectively, prioritising multiple open tickets while meeting SLA targets.
• Provide technical maintenance and support for all IT hardware and software used by end users.
• Take complete technical ownership of incidents, requests and problems, performing diagnostics with end users.
• Carry out regular maintenance and patching across infrastructure, endpoints and servers.
• Act as an escalation point for support calls from other tiers and ensure timely resolution.
• Deliver onsite technical support, engaging with stakeholders at all levels.
• Occasional travel to European clients as required by business needs.

Job description

We are an established IT managed services provider seeking a skilled support professional to join our team. The ideal candidate will be confident resolving a broad range of computing, networking, and cloud-based challenges for our clients.

In this role, you'll work across a broad mix of client industries, gaining exposure to varied technical environments through both remote support and hands‑on, in‑person work. You'll take ownership of technical issues from start to finish, applying strong problem‑solving skills while managing your time and workload effectively.

This is a great opportunity to join a collaborative team that values individual initiative, and to build your technical skillset in a dynamic environment. If you're passionate about delivering outstanding IT support, we'd love to hear from you.

Key Responsibilities:

• Visit London-based clients on a regular basis to resolve day‑to‑day IT issues, working closely with the in‑house team and ticketing systems.
• Manage workload effectively, prioritising multiple open tickets while meeting SLA targets for incidents, requests, and problems.
• Provide technical maintenance and support for all IT hardware and software used by end users.
• Assume complete technical responsibility for incidents, requests, and problems, conducting comprehensive diagnostics with end users to facilitate ticket resolution and project completion.
• Carry out regular maintenance and patching across infrastructure, endpoints, and servers.
• Act as an escalation point for support calls from other tiers, ensuring timely, well‑managed handling through to resolution.
• Deliver onsite technical support, engaging confidently and professionally with stakeholders at all levels of the organisation.
• Occasional travel to European clients as business needs require.

Personal Attributes:

The ideal candidate can explain technical concepts clearly to non‑technical users, and brings patience and empathy to supporting end‑users through IT difficulties.

• Customer‑centric approach, with a genuine commitment to prioritising client needs.
• Strong client interaction skills, both verbal and written.
• Logical, systematic approach to troubleshooting technical issues.
• Excellent time management and ability to prioritise effectively and work within deadlines.
• Quick to research and learn new technologies and solutions, even under pressure.
• Strong team player, sharing knowledge and expertise to support wider team collaboration.
• Previous experience in a similar role at an IT Managed Service Provider (MSP), such as Second Line IT Support or IT Field Engineer.
• MSP experience is essential. Candidates without MSP background will not be considered for this role.

Desirable Technical Exposure

Experience with the following is advantageous, though not exhaustive:

• Windows Server & Windows Desktop
• Microsoft 365
• DNS, DHCP, Group Policy
• Backup - configuration, maintenance, and troubleshooting
• Networking (switches, subnets, LAN/WAN, DNS)

LOCATION & SALARY

Our office is based in N1, London. Candidates must reside within a reasonable commuting distance, as this role requires regular travel to client sites across London alongside office‑based work. Please note this position is fully on‑site, it is not hybrid or remote.

Salary is negotiable, depending on experience.

Job Type: Full‑time, Permanent

Schedule: Monday to Friday

• Company events
• Cycle to work scheme
• Length-of-service bonus structure
• Birthday day off
• Additional holiday allowance based on length of service

Experience:

• IT Support in an MSP environment: 2 years (required)