2nd Line Engineer – MSP

A managed service provider, providing businesses with a range of ongoing tailored solutions to increase efficiency, decrease outgoings, minimise system downtime and boost performance is seeking a 2nd Line Engineer - MSP engineer to join their team.

This is an exciting opportunity to be part of a successful and leading MSP. The role is hybrid with 4 days in the office and 1 day WFH. You will work 7.5 hours a day on a fortnightly shift pattern (8am to 4.30pm or 9am to 5.30pm or 9.30am to 6pm).

As the 2nd Line Engineer - MSP you will:

• Provide a professional and customer-focused service through the life cycle of each ticket; manage customer expectations by keeping customer informed of progress.
• Recording all IT Incidents, Requests and Problems, ensuring all relevant details are captured in line with Service Desk standards.
• Classify calls accurately with the information provided and prioritise in line with the Service Level Agreement (SLA).
• Investigate and diagnose Incidents by providing first line telephone support, gathering and analysing information to identify and resolve a range of technical Incidents such as hardware, software, application and network Incidents with the objective of restoring normal service as quickly as possible.
• Liaise with third party suppliers where necessary, logging tickets and act as a central point of contact.
• Monitoring and tracking Incidents, Requests or Problems, escalating where necessary to other resolver groups, or line Manager.
• Log and assign tickets and monitor workloads for the other Service Desk team members.
• You will be required to attend our client sites to provide IT Support as directed by your Line Manager.

You will take a supporting role in the management and resolution of the customers technical issues, as well as taking a proactive stance in improving the managed services delivered through additional client services and effective Problem Management.

We are looking for a 2nd Line Engineer - MSP with:

• Proven experience in an IT support role (1st / 2nd line),
• Experience of working to an ITIL framework in a service desk capacity,
• Working knowledge of Microsoft Windows Server 2016 - 2022, Microsoft 365 Support for Email, SharePoint, OneDrive and Teams, Active Directory Management, Windows 10, 11 Operating System Support, Microsoft Office Suite.
• Apple OS and Apple Mac support experience.
• Backup Technologies such as DATTO, Acronis.
• Laptop/desktop and thin client support.
• MSP background is preferable.
• MS-900 Microsoft 365 Fundamentals Certification.
• AZ-900 Microsoft Azure Fundamentals Certification.
• SC-900 Microsoft Security Fundamentals Certification.

In return you will receive a salary of £35,000 plus:

• 20 days per year, plus bank holidays. After 3 years continuous service, an extra day annual leave up to 25 days. Birthday off work (from 2025)
• Gym membership
• Vitality at Work Business rewards & benefits
• Cycle to Work scheme
• Quarterly team nights out / events
• Monthly games night with pizzas and breakfast on Wednesdays!

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