2nd Line Support Engineer

2nd Line IT Support Engineer

Watford

£35,000–£45,000 DOE

Hybrid: Two days onsite in Watford and three days working remotely from home

Are you an experienced 2nd Line IT Support Engineer already operating at the upper end of 2nd Line support?

Do you combine strong Microsoft 365 and Intune knowledge with the confidence to work directly with clients and deliver an excellent customer experience?

Are you looking for an MSP where you can take real ownership of technical issues and continue progressing towards 3rd Line, cloud, cyber security or automation?

If so, this could be an excellent opportunity.

My client, a well-established Managed Service Provider, is looking for a strong and experienced 2nd Line IT Support Engineer to support a key customer based in Watford.

This is not intended as a first move up from 1st Line support. We are looking for someone who is already operating confidently at 2nd Line level and can take ownership of more complex technical issues, act as an escalation point and work independently when required.

You will normally spend two days each week onsite in Watford, with the remaining three days working remotely from home. You may also occasionally be required to provide cover at customer sites in London, so a full UK driving licence and access to your own vehicle are essential.

This is a visible, client-facing position, so technical ability is only part of what we are looking for. You will need to communicate confidently with users, manage expectations and understand the importance of excellent customer service, customer success and building trusted client relationships.

What is on offer:

• £35,000–£45,000, depending on experience
• Hybrid working, with two days onsite in Watford and three days working remotely from home
• A varied and responsible position supporting a key customer
• Exposure to Microsoft cloud technologies and modern endpoint management
• The opportunity to take ownership of complex technical issues
• A clear progression route into 3rd Line, Azure, cyber security or automation
• A supportive MSP environment focused on learning, development and long-term careers

The role:

You will provide high-quality 2nd Line support across Microsoft 365 and modern workplace technologies. You will take ownership of escalated issues, troubleshoot more complex technical problems and ensure users are kept informed throughout the process.

Your responsibilities will include:

• Providing experienced 2nd Line technical support
• Taking ownership of escalated incidents through to resolution
• Acting as a technical escalation point for more complex support issues
• Supporting Microsoft 365, Intune and Microsoft Entra ID environments
• Managing devices, compliance policies and application deployments through Intune
• Troubleshooting Windows, hardware, software and connectivity issues
• Completing device builds, imaging, upgrades and configuration
• Supporting users both remotely and face-to-face
• Keeping customers informed and managing expectations professionally
• Maintaining accurate ticket notes and technical documentation
• Working closely with other engineers and escalating to 3rd Line when appropriate
• Providing occasional cover at customer sites in London

Technologies you will work with:

• Microsoft 365 administration
• Exchange Online, Teams, OneDrive and SharePoint
• Microsoft Intune and Endpoint Manager
• Device enrolment, compliance policies and application deployment
• Microsoft Entra ID
• Windows 11 builds and configuration
• Device builds, imaging, upgrades and hardware support
• Networking fundamentals, including DNS, DHCP and TCP/IP
• Remote monitoring and management tools
• Ticketing systems and user escalations

What we are looking for:

• Strong and established experience at 2nd Line level
• The technical ability to operate at the upper end of 2nd Line support
• Confidence taking ownership of complex issues and seeing them through to resolution
• Previous MSP experience is strongly preferred
• Strong troubleshooting skills across Microsoft 365 and Intune
• Experience supporting cloud-based technologies and modern workplace environments
• A confident, professional and approachable client-facing manner
• A genuine understanding of customer service and customer success
• The ability to communicate clearly with technical and non-technical users
• A proactive and dependable approach
• The ability to work independently while remaining part of a wider technical team
• A full UK driving licence and access to your own vehicle
• Flexibility to provide occasional onsite cover at customer locations in London

Career development

This MSP has a strong track record of developing and promoting people from within. Depending on your interests, you could progress into:

• 3rd Line support
• Cloud engineering and Azure
• Cyber security
• Automation and scripting
• Technical project work

If you are an established 2nd Line Engineer looking for greater responsibility, regular home working and genuine opportunities to develop your career, I would be happy to share more details and arrange an initial conversation.

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