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.