Second Line Support Engineer

Searchability®; Yateley; On-site; GBP 30,000 - 40,000; Full time

Benefits offered by this job

Salary £30k–£40k

Varied customer exposure

Technical development opportunities

Mentor junior engineers

Collaborative MSP culture

Job summary

Searchability® is seeking a 2nd Line Helpdesk Engineer to join a specialist MSP team providing remote support across a varied Microsoft tech estate. You’ll own escalated issues, working with server, desktop, and collaboration tools, and will help document knowledge bases.

You’ll mentor junior engineers and occasionally visit customer sites to resolve more complex problems, while maintaining high service standards in a remote-first, customer-focused environment.

Qualifications

• Experience delivering Microsoft Windows Server and desktop support.
• Proven ability to manage Active Directory and implement GPOs.
• Experience with virtualization platforms such as VMware or Hyper-V.
• Strong networking fundamentals, including switches and firewalls.
• Excellent troubleshooting and customer service skills.
• MSP/helpdesk experience is advantageous.
• Experience with Autotask, Datto RMM and IT Glue is beneficial.

Responsibilities

• Take ownership of complex issues escalated by the 1st Line team, providing remote support across customer environments.
• Work with Microsoft server/desktop technologies, Microsoft 365, SharePoint, Intune, Active Directory and Teams Voice.
• Create and maintain documentation and knowledge base; mentor junior engineers; occasional customer site visits.

Skills

Windows Server & Desktop Support

Active Directory & GPO

Virtualization (VMware / Hyper-V)

Networking fundamentals

Troubleshooting & customer service

MSP experience beneficial

Autotask / Datto RMM / IT Glue

Tools

VMware

Hyper-V

Autotask

Datto RMM

IT Glue

Job description

• Based in Yateley with occasional customer site visits
• Join an established MSP environment supporting a varied customer base
• Opportunity to mentor junior engineers and handle more complex technical issues

ABOUT THE CLIENT

We’re supporting an established Managed Service Provider looking to add an experienced 2nd Line Helpdesk Engineer to their technical team. You’ll join a customer-focused environment providing remote support across a varied range of Microsoft technologies, infrastructure and networking.

THE BENEFITS

• Salary of £30,000 – £40,000
• Exposure to a varied customer and technology estate
• Opportunity to develop your technical skills
• Progression through increasingly complex support and project work
• Collaborative environment with the opportunity to support and mentor junior engineers

THE 2ND LINE HELPDESK ENGINEER ROLE:

As a 2nd Line Helpdesk Engineer, you’ll take ownership of more complex technical issues escalated by the 1st Line team, providing remote support and troubleshooting across customer environments.

You’ll work extensively with Microsoft server and desktop technologies alongside Microsoft 365, SharePoint, Intune, Active Directory and Teams Voice. You’ll also create and maintain Group Policy Objects (GPOs), ensuring changes follow best practice and are properly documented.

Alongside BAU support, you’ll maintain customer documentation and the internal knowledge base, support the development of junior engineers and occasionally visit customer sites to resolve recurring or more complex technical issues.

2ND LINE HELPDESK ENGINEER ESSENTIAL SKILLS

• Strong Microsoft Windows Server and desktop support experience
• Active Directory and Group Policy (GPO)
• VMware and/or Microsoft Hyper-V
• Networking fundamentals, including switches and firewalls
• Strong troubleshooting and customer service skills
• Ability to remain calm and methodical when dealing with technical issues
• Previous MSP/helpdesk experience would be beneficial
• Autotask, Datto RMM and IT Glue experience would be advantageous

KEY SKILLS

2nd Line Support, IT Support, Helpdesk, Service Desk, Microsoft 365, Office 365, Windows Server, Active Directory, Group Policy, GPO, Intune, SharePoint, Teams Voice, VMware, Hyper-V, Networking, Switches, Firewalls, Autotask, Datto RMM, IT Glue, MSP