2nd Line Support Engineer

2nd Line Engineer
Loation: Remote (UK-based) with customer site visits as required
Full-time | Permanent | Monday–Friday, 9:00am–5:30pm
Join a Growing Microsoft Cloud MSP
Our client is a fast-growing Managed Service Provider helping businesses unlock the full potential of Microsoft Cloud technologies. Their services cover IT support, cyber security, and digital transformation, delivering modern solutions that help organisations work smarter and more securely.
This is a business with ambitious plans, a collaborative culture, and a strong technical foundation. The team includes hands-on directors, an experienced Senior Engineer leading project delivery, a trusted outsourced service desk, and a network of specialist contractors.
They’re now looking for a proactive and customer-focused 2nd Line Engineer to help support their next stage of growth.
The Opportunity
This role is ideal for someone who enjoys variety, autonomy, and customer interaction.
You’ll work closely with the outsourced service desk, taking ownership of escalated support tickets while also delivering customer change requests, project work, and on-site installations. You’ll collaborate directly with senior technical leadership and play an important role in improving systems, processes, and customer experience.
Some weeks will involve regular customer site visits for project work or reactive support, while others will be fully remote.
Key Responsibilities
Resolve 1st and 2nd line escalated tickets end-to-end
Deliver customer change requests including:
Laptop setups
User onboarding/offboarding
SharePoint site creation
Teams and mailbox configuration
Support project delivery and on-site installations
Attend customer sites for scheduled and reactive work
Work alongside the Senior Engineer on escalations and complex issues
Maintain clear technical documentation
Identify opportunities to improve systems and processes
Optional Growth into Technical Account Management
For candidates interested in developing commercially, there’s also the opportunity to support account management activities, including:
* Assisting the Account Manager
* Producing basic quotes for hardware and licensing
* Participating in technical customer discussions
This is completely optional, but offers a genuine pathway for career progression and salary growth.
Technologies You’ll Work With
* Microsoft 365 (Exchange, Teams, SharePoint, Intune)
* Microsoft Defender for Office 365 & Defender for Business
* Microsoft Entra ID & Conditional Access
* Microsoft Azure basics
* Azure Virtual Desktop & Windows 365
* Windows 10/11 & Windows Server
* Halo PSA
* Ninja RMM
* Asana
* Windows Autopilot
About You
You’ll be someone who:
Has strong communication and customer service skills
Enjoys solving problems and learning new technologies
Is proactive, organised, and driven to improve
Is comfortable working both remotely and on customer sites
Thrives in a fast-moving MSP environment
Has an interest in AI tools and modern ways of working
Essential Skills & Experience
* Minimum 2 years’ experience in a 2nd Line MSP role
* Strong Microsoft 365 administration experience
* Experience with Exchange, SharePoint, Teams, and Intune
* Working knowledge of Microsoft Entra ID & Conditional Access
* Good understanding of DNS, DHCP, VPNs, and firewalls
* Experience supporting Windows desktop and server environments
* Full UK driving licence and access to a vehicle
* Right to work in the UK
Nice to Have:
Experience using AI tools such as Microsoft Copilot or Claude
Microsoft certifications (MS-900, AZ-900, SC-900, MS-102 etc.)
Exposure to Azure IaaS, AVD, or Windows 365
Experience with Autopilot or Intune app packaging
ITIL familiarity
What’s On Offer
* Competitive salary
* Generous holiday allowance
* Paid certifications and training
* Pension scheme
* Genuine progression opportunities into:
* 3rd Line Engineering
* Project Delivery
* Technical Account Management
You’ll be joining at an exciting stage of growth where your ideas, input, and development will genuinely matter