2nd/3rd Line Support Engineer

About the role

Our client, an established IT provider, is looking for a 2nd/3rd Line Support Engineer to join their growing service desk team in Shoreham. You will deliver high‑quality technical support, manage tickets and projects, and ensure documentation and SLA compliance in a fast‑moving environment.

Key responsibilities

• Manage multiple tickets and projects simultaneously.
• Provide 2nd/3rd line technical support to internal and external customers.
• Maintain up‑to‑date IT documentation.
• Meet and exceed established service level agreements.
• Communicate clearly with customers and internal staff.
• Report to senior management and collaborate closely with the team.
• Perform office‑based duties and occasional onsite work.

Required profile

• At least 1 year of experience in an MSP environment (desired).
• Proven experience in 2nd/3rd line support.
• Ability to work independently in a pressured ticketing environment.
• Strong customer service and engagement skills.
• Full driving licence preferred.

Required skills

• M365 administration (including Entra and Intune).
• Microsoft Active Directory, Windows Server, DNS, DHCP, NPS.
• Networking tools such as firewalls, switches, routers and Wi‑Fi.
• Cloud and virtualization platforms: Azure, SharePoint, NAS, VMware, Hyper‑V.