2nd Line Service Desk Engineer

Salary: £30,000 – £38,000 per annum (depending on experience)

The Role

We are looking for a customer-focused 2nd Line Service Desk Engineer to join a growing Managed Service Provider supporting businesses across a range of sectors.

Working within a collaborative support team, you will take ownership of technical issues that require escalation beyond 1st Line, delivering effective solutions while maintaining high levels of customer service. You’ll be exposed to a broad range of technologies and client environments, making this an excellent opportunity for someone who enjoys variety and wants to continue developing their technical expertise.

Alongside day-to-day support activities, you’ll also contribute to infrastructure projects, system improvements, and ongoing maintenance work across client estates.

Key Responsibilities

• Investigate and resolve escalated support tickets within agreed service levels
• Provide technical guidance and assistance to junior support engineers
• Support Microsoft 365 environments, Windows desktops, servers, networking technologies, and business-critical applications
• Work with senior technical staff to troubleshoot and resolve more complex issues
• Carry out routine maintenance and preventative support activities
• Assist with infrastructure projects including upgrades, migrations, and system deployments
• Ensure technical documentation is kept accurate and up to date
• Identify opportunities to improve service quality and operational efficiency

What We’re Looking For

• Previous experience within a technical support role, ideally at 2nd Line level
• MSP experience would be advantageous but is not essential
• Good understanding of ticket management, prioritisation, and SLA-driven support
• IT qualifications and industry certifications are beneficial
• Microsoft certifications relating to Microsoft 365, Azure, or Windows technologies would be an advantage
• Full UK driving licence

Salary & Benefits

• £30,000 – £38,000 per annum depending on experience
• Exposure to a wide range of technologies and client environments
• Opportunities to develop technical skills and certifications
• Clear progression opportunities into senior support or project-focused positions

Interested?

If you’re looking for a role that offers technical variety, genuine development opportunities, and exposure to a broad range of technologies within an MSP environment, we’d like to hear from you. Apply Now