2nd Line Cloud Support Engineer

About the role

We are looking for a hands‑on 2nd Line Cloud Support Engineer to join a small, technically focused MSP. You will support a variety of client environments across Microsoft 365, cloud infrastructure, networking and security, providing ownership of issues from escalation to resolution.

Key responsibilities

• Act as the escalation point for complex technical issues beyond first‑line support.
• Troubleshoot and maintain Microsoft 365, Windows and SharePoint environments.
• Resolve infrastructure and networking problems, including firewall troubleshooting.
• Assist with security improvements such as Conditional Access policies and MDM solutions.
• Develop and maintain accurate documentation, support changes and upgrades.
• Produce Power BI reports and dashboards to monitor service performance.
• Automate deployments and processes through scripting.
• Interact with clients to explain technical issues, manage expectations and build strong relationships.

Required profile

• Proven 2nd line IT support experience, preferably within an MSP or fast‑paced support environment.
• Strong problem‑solving skills across a broad range of technologies.
• Ability to communicate technical concepts clearly to non‑technical users.

Required skills

• Microsoft 365 administration and troubleshooting.
• Windows server and client environments.
• SharePoint administration.
• Conditional Access and security policy configuration.
• Networking and firewall troubleshooting (FortiGate experience preferred).
• MDM solution management.
• Power BI reporting and dashboard creation.
• Scripting and automation (e.g., PowerShell).

What we offer

• Competitive salary around £40 k per year.
• Office‑based role in South West London with occasional travel.
• Opportunities to work on diverse technologies and projects.