Role: 2nd Line IT Engineer

Location: London + hybrid/on-site working

Salary: Up to £36,000 + bonus + benefits

Benefits: Private healthcare, share plan, enhanced annual leave, pension, life assurance, gym discounts, cycle to work scheme

Our client, a leading organisation within the connectivity and managed services sector, is hiring a 2nd Line IT Engineer to support and resolve complex technical issues across a growing customer base. This role offers the opportunity to work within a fast-paced MSP environment, supporting modern cloud technologies and contributing to continuous service improvement.

What you’ll do

• Act as an escalation point for 1st Line Engineers, resolving 2nd Line incidents and service requests within agreed SLAs
• Provide support across Microsoft 365, Azure, and Intune environments
• Manage and remediate issues using RMM tools
• Diagnose and resolve networking issues including VPNs, firewalls, DNS, DHCP, LAN and WAN
• Support multiple client environments within an MSP setting
• Maintain accurate and structured technical documentation
• Assist with onboarding new clients and deploying IT solutions
• Collaborate with 3rd Line Engineers on more complex technical challenges
• Communicate clearly with customers and internal stakeholders
• Contribute to problem management and continual service improvement initiatives

You’ll work closely with service desk teams, senior engineers, and client stakeholders to deliver high-quality technical support and maintain excellent customer satisfaction levels.

What we’re looking for

• Minimum 3 years’ experience within an MSP environment
• Strong experience supporting Microsoft 365, Azure, and Intune
• Experience using ConnectWise or similar PSA platforms
• Knowledge of RMM tools for remote monitoring and support
• Solid networking knowledge including TCP/IP, VLANs, VPNs, and firewalls
• Experience maintaining technical documentation platforms such as IT Glue
• Excellent troubleshooting and analytical skills
• Strong communication and customer service skills

The ideal candidate will bring a proactive mindset, strong organisational skills, and a passion for technology within a collaborative, fast-moving environment.

Desirable skills

• Microsoft certifications including AZ-900, MS-900, or AZ-104
• macOS support experience within a business environment
• Experience mentoring junior engineers
• Strong documentation and knowledge base creation experience
• Exposure to CRM or ERP systems such as Oracle or Salesforce

Why join?

• Opportunity to work with modern cloud technologies and enterprise environments
• Clear progression and development opportunities
• Up to £36,000 salary plus bonus
• Private healthcare and wellbeing support
• Employee share scheme and enhanced holiday allowance
• Supportive and collaborative culture

Apply now to join a growing technical team delivering high-quality managed services support.