2nd Line Support Engineer — MSP & Microsoft Expert

Convergetp; Acton Gate; Hybrid; GBP 32,000 - 46,000; Full time

Benefits offered by this job

Hybrid working

Certification support

Wellbeing app

Holiday Buy Scheme

Career progression

Job summary

Converge UK is seeking a skilled 2nd Line Support Technician to join our Managed Services team. You’ll provide advanced support for customers on managed contracts and act as the escalation point for 1st Line Service Desk issues.

Role involves diagnosing complex technical problems across Windows, Microsoft 365 and networking, while delivering outstanding service and mentoring junior staff in a fast-paced MSP environment.

Qualifications

• MSP/IT services experience required.
• Escalation point for 1st Line support.
• Deep Microsoft 365 admin experience.
• Windows Server and virtualization know-how.
• Solid networking: DNS, DHCP, VPNs, VLANs.

Responsibilities

• Resolve 2nd line incidents within SLAs.
• Mentor 1st Line Technicians and share knowledge.
• Maintain documentation and knowledge base.
• Follow ITIL, security standards and policies.
• Collaborate with 3rd Line Engineers and vendors.

Skills

MSP experience

Microsoft 365

Windows Server

Active Directory

Networking

Education

Bachelor's degree in IT

Tools

Hyper-V

VMware

Exchange Online

Azure AD

SharePoint

Teams

Job description

Converge UK is seeking a skilled 2nd Line Support Technician to join our Managed Services team. You’ll provide advanced support for customers on managed contracts and act as the escalation point for 1st Line Service Desk issues.

Role involves diagnosing complex technical problems across Windows, Microsoft 365 and networking, while delivering outstanding service and mentoring junior staff in a fast-paced MSP environment.