2nd Line Engineer – Managed Service Provider

About the role

We are looking for a proactive 2nd Line Engineer to join the Tier 2 team of a leading Managed Service Provider. You will be the first point of contact for escalated incidents, ensuring timely resolution and maintaining strong client relationships.

Key responsibilities

• Receive and log all incoming support calls, emails and remote sessions.
• Act as escalation point for Tier 1 engineers and apprentices.
• Manage incidents and service requests to meet SLA targets.
• Communicate daily with clients on open tickets and set expectations.
• Coordinate with third‑party suppliers and vendors when required.
• Maintain and improve cloud infrastructure and document changes.
• Handle client on‑boarding and off‑boarding tasks.
• Support continuous business improvements alongside the Tier 2 Manager.

Required profile

• Strong knowledge of Windows 11 installation and configuration.
• Proficiency with macOS installation and configuration.
• Experience with Microsoft 365 admin suite (Intune, SharePoint, Teams, Exchange, Entra ID).
• Familiarity with email filtering solutions such as Mimecast, Barracuda or Sophos Email Gateway.
• Hands‑on experience with Microsoft Server OS (2016, 2019, 2022, 2025).
• Understanding of networking components – firewalls, switches and wireless.

Required skills

• Windows 11
• macOS
• Microsoft 365 (Intune, SharePoint, Teams, Exchange, Entra ID)
• Mimecast, Barracuda, Sophos Email Gateway
• Microsoft Server 2016/2019/2022/2025
• Firewalls, switches, wireless networking
• Cloud infrastructure management

What we offer

• Salary £32 k‑£37 k per year.
• 25+ days holiday plus bank holidays, with increasing entitlement.
• Flexible working with work‑from‑home incentives.
• Bupa Cash Plan, Electric Vehicle Scheme, Cycle Scheme.
• Discounted gym membership, paid charity day and car parking.