Full job description2nd Line Engineer
Location: Oxford (Hybrid working with occasional travel to client sites)
Salary: £28,000 - £35,000 DOE
Type: Permanent
Overview
Our client, a well-established Managed Service Provider (MSP), is looking to recruit a 2nd Line Engineer to join their growing support team. Supporting a broad range of SME clients, this role offers exposure to a diverse technology stack and the opportunity to work across desktop, server, cloud, and security environments.
This is a hybrid position, combining remote working, office-based collaboration, and occasional travel to customer sites when required.
Key Responsibilities
*Provide 2nd line technical support via phone, email, and remote access tools.
*Diagnose and resolve hardware, software, networking, and infrastructure issues.
*Manage and complete service requests, incidents, and routine IT administration tasks.
*Perform system maintenance and monitoring activities.
*Take ownership of support tickets through to resolution, ensuring excellent customer communication throughout.
*Escalate complex issues where appropriate while maintaining accountability for progress.
*Liaise with third-party vendors and service providers when required.
*Produce technical reports and documentation for both internal and customer use.
*Support a variety of Microsoft-based environments, cloud platforms, and security solutions.
Skills & Experience
Essential
*Previous experience in a 2nd Line Support or Helpdesk role, ideally within an MSP environment.
*Strong troubleshooting and problem-solving skills.
*Experience supporting Microsoft Windows desktop environments.
*Knowledge of Microsoft 365 and Office applications.
*Excellent communication skills, both written and verbal.
*Strong organisational skills with the ability to prioritise workloads effectively.
*Professional and customer-focused approach.
*Self-motivated with a willingness to learn and develop new technical skills.
Desirable Technical Experience
Desktop & End User Technologies
*Windows 10 and Windows 11
*Microsoft 365
*Microsoft Intune
*Apple macOS and iOS
*Endpoint Security solutions (Antivirus, EDR, XDR)
*SaaS Backup solutions
Server & Infrastructure Technologies
*Windows Server 2016-2025
*Microsoft Azure
*Microsoft Exchange / Hosted Exchange
*Remote Desktop Services (RDS)
*VMware
*Backup technologies such as Datto, Veeam, and similar solutions
Benefits
*Staff bonus scheme
*Pension scheme
*Annual leave increasing with length of service
*Ongoing training and development opportunities
*Hybrid working model
*Exposure to a wide range of technologies and client environments