2nd Line IT Support Engineer

2x Service Desk Engineer (2nd Line) – London - £38,000 - Hybrid Working!

We’re currently partnering with a high performing, globally recognised Managed Service Provider to recruit two experienced 2nd Line Service Desk Engineers. This is a fantastic opportunity to join a business known for delivering premium IT services and building long-term client partnerships.

If you thrive in a fast-paced MSP environment and enjoy combining remote support with client facing work, this could be a great fit.

The Role

As a 2nd Line Service Desk Engineer, you’ll play a key role within a busy Service Delivery team, providing both remote and on-site support to a wide client base.

You’ll be responsible for resolving escalated issues, maintaining high service standards, and contributing to continuous improvement across client environments.

Key Responsibilities

Resolve 2nd line and escalated IT support tickets within SLA
Troubleshoot issues across infrastructure, cloud, and end-user environments
Provide on-site support during scheduled client visits
Monitor and resolve alerts from system monitoring tools (NOC tickets)
Communicate effectively with end-users and stakeholders throughout ticket lifecycle
Maintain accurate documentation and update knowledge base articles
Identify recurring issues and contribute to long-term solutions
Work closely with third-party vendors to resolve technical issues
Support and mentor 1st Line Engineers
Stay up to date with emerging technologies and cyber security trends

What We’re Looking For

Minimum 2+ years’ experience in a 2nd Line IT Support role (ideally within an MSP)
Strong customer-facing and communication skills
Experience providing face-to-face client support
Solid technical experience across:
Windows Server (On-Prem & Azure)
Active Directory, Group Policy, Office 365 & SharePoint
Microsoft Exchange
Virtualisation (Hyper-V, VMware, WVD)
Backup & Disaster Recovery solutions
Cyber Security (MFA, EDR, AV, Incident Response)
Networking (TCP/IP, DNS, DHCP, LAN/WAN)
Windows & macOS environments
Experience supporting mobile devices
Strong troubleshooting and problem-solving ability
Passion for learning and gaining certifications

Why Apply?

Join a top-tier MSP with a strong industry reputation
Exposure to a wide variety of technologies and client environments
Clear opportunities for training, certifications, and progression
Hybrid working model with a mix of office, remote, and client interaction
Supportive, collaborative team culture

The client is looking to fill this opportunity immediately, so please apply ASAP or feel free to drop me an email with any questions to owen @ serlimited . com.

SER-IN