2nd Line Support Engineer

2nd Line Support Engineer

Salary: £43,000 - £45,000 (DOE)

Camden/Hybrid Working Monday - Friday - 37.5 hour week (shift basis between 8am - 6.00pm)

Benefits: Weekly formal training, Monthly get-togethers in the office with lunch, Private group health insurance discount, Company social outings, Extra day's paid holiday for each year of service and more!

The Opportunity:

Our client is looking for a confident and client-facing 2nd Line Support Engineer with MSP experience to join a strong, collaborative engineering team of 9, supported by senior engineers. This is a hands-on technical support role where you will own escalations, solve complex issues and play a key part in delivering outstanding service to clients. This is more than a support role - it's a career-building opportunity with real scope for development, mentoring and continuous improvement in a fast-moving environment.

Technical Environment/Key Responsibilities:

• Support and deliver Microsoft-based solutions for clients as part of a long-established Microsoft Partner organisation, assisting businesses with their transition to cloud services including Microsoft 365 and Microsoft Azure, often migrating from on-premise Microsoft Hyper-V environments.
• Work within a security-focused environment, supporting and implementing solutions such as Mobile Device Management (MDM), Microsoft Endpoint Manager, Multi-Factor Authentication (MFA), Password Management, SIEM, EDR (Endpoint Detection & Response) and vulnerability scanning technologies.
• Assist with maintaining and improving client cyber security standards, contributing towards Cyber Essentials Plus accreditation projects and supporting best practice initiatives.
• Taking ownership of escalated 2nd line issues and driving them through to resolution.
• Managing and prioritising multiple service requests and workloads.
• Maintaining accurate, real-time ticket updates and time logging.
• Creating clear internal documentation for complex issue resolution.
• Escalating to 3rd Line Engineers when required.
• Delivering excellent customer service with a strong client-first mindset.
• Supporting and mentoring 1st and 2nd Line Engineers.

About you:

• 2 years'+ experience at 2nd Line Support level.
• Previous experience working within an MSP essential
• Strong client-facing communication skills - articulate, polite and confident.
• Proven ability to build strong relationships with clients, colleagues and suppliers.
• Organised, structured and able to prioritise effectively under pressure.
• Strong judgement and decision-making skills, considering multiple perspectives.
• Comfortable taking ownership and responsibility for escalated issues.
• Flexible, adaptable and comfortable in a reactive support environment.
• Naturally curious with a strong willingness to learn and improve.
• Passion for mentoring and sharing knowledge with junior team members.
• Committed to following process while also improving it.

For your information:

Interested? Please send your CV in as a Word format only

Please only apply if you are already eligible to work in the UK (indefinitely & without sponsorship)

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Due to the large numbers of responses, we receive, despite our best efforts it is not possible to respond to every application. Therefore, only short-listed candidates will be contacted for this particular role and if you haven't heard from us within 7 days, please assume you have been unsuccessful on this occasion. Please feel free however to apply for further roles and we will certainly keep your details on file and contact you with suitable vacancies. YourRecruit (IT) Ltd does not discriminate on the grounds of age, race, gender or disability and complies with all relevant UK legislation.

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