Second Line Support Engineer

Searchability®; Farnborough; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Ongoing technical development

Exposure to modern Microsoft platforms

Collaborative team environment

Job summary

A managed service provider in the United Kingdom is looking for an experienced 2nd Line Helpdesk Engineer. This full-time role involves resolving escalated tickets, troubleshooting infrastructure, and supporting various cloud and networking technologies. The position offers an opportunity for professional development whilst working in a collaborative team environment and engaging with diverse client infrastructures. Ideal candidates will have at least 3 years of IT support experience and strong knowledge of Windows Server environments.

Qualifications

• Minimum 3 years’ experience within an IT support environment.
• Strong knowledge of Windows Server environments.
• Experience with VMware and/or Hyper-V virtualisation.
• Understanding of Active Directory and Group Policy.
• Experience managing Microsoft 365 environments.
• Exposure to Microsoft Azure and hybrid Entra ID environments.
• Knowledge of Microsoft Intune and Defender.
• Experience with backup and recovery solutions.
• Solid networking knowledge including switching, routing and firewalls.

Responsibilities

• Resolve escalated tickets from the 1st Line team.
• Investigate, diagnose, and resolve infrastructure, cloud, and networking problems.
• Collaborate closely with senior engineers for escalations.
• Ensure tickets are managed effectively within SLA targets.
• Collaborate with senior engineers on 3rd line escalations and knowledge sharing.

Skills

IT support experience

Windows Server

VMware/Hyper-V

Active Directory and Group Policy

Microsoft 365

Microsoft Azure

Microsoft Intune

Networking knowledge

Tools

VMware

Hyper-V

SAN storage

Job description

• Excellent opportunity to join a rapidly growing Managed Service Provider supporting a diverse range of business clients.
• Full-time, permanent role focused on 2nd line support, escalations, and infrastructure troubleshooting within an MSP environment.
• Hands-on position working across Microsoft infrastructure, cloud services, networking, and security technologies.
• Office-based role in the South East with occasional client site visits and strong exposure to varied technical environments.
• To apply, please email [e-mail]

Who is the client?

Our client is a growing Managed Service Provider supporting organisations across multiple sectors. They are known for delivering reliable IT services and maintaining strong long‑term relationships with their customers. Due to continued growth, they are expanding their support team and are looking for an experienced 2nd Line Helpdesk Engineer to help manage escalated support requests and maintain high service standards across client environments.

What will you be doing?

As a 2nd Line Engineer, you’ll play a key role in supporting the service desk by resolving escalated tickets from the 1st Line team and assisting with more complex technical issues across client environments.

You’ll investigate, diagnose, and resolve infrastructure, cloud, and networking problems while ensuring all tickets are managed effectively within SLA targets. The role involves working across a wide range of technologies including Microsoft server environments, virtualisation platforms, networking infrastructure, and cloud services.

You’ll also collaborate closely with senior engineers where escalation to 3rd line support is required. While the role is primarily office‑based, there will occasionally be opportunities to visit customer sites for proactive support or issue resolution.

What will you need?

• Minimum 3 years’ experience within an IT support environment
• Strong knowledge of Windows Server environments
• Experience with VMware and/or Hyper‑V virtualisation
• Understanding of Active Directory and Group Policy
• Experience managing Microsoft 365 environments
• Exposure to Microsoft Azure and hybrid Entra ID environments
• Knowledge of Microsoft Intune and Defender
• Experience with backup and recovery solutions
• Solid networking knowledge including switching, routing, firewalls, and wireless technologies

What would be desirable?

• Previous experience working within an MSP environment
• Exposure to SAN, iSCSI, and storage technologies
• Knowledge of private cloud environments
• Experience with Microsoft Purview
• Microsoft certifications (beneficial but not essential)

The Package

• Office‑based role within a collaborative MSP support team
• Opportunity to work across diverse client infrastructures and technologies
• Exposure to modern Microsoft cloud, networking, and security platforms
• Ongoing technical development within a growing IT services organisation

Please apply directly through this advert or email your CV to [e-mail].

By applying, you consent to your application being processed and submitted to the client for this vacancy only.