2nd Line IT MSP Support Engineer - Full Time
Role Overview
Join a growing MSP as a 2nd Line Support Engineer serving SME business clients.
Approximately two-thirds of the role is reactive support and one-third is proactive project work covering monitoring, planning, and cybersecurity.
The role is remote-first, with on-site client visits when remote resolution is not possible or equipment must be installed or decommissioned.
Key Skills for This Role
Full Job Posting
Role overview
Join a growing MSP as a 2nd Line Support Engineer serving SME business clients.
Approximately two-thirds of the role is reactive support and one-third is proactive project work covering monitoring, planning, and cybersecurity.
The role is remote-first, with on-site client visits when remote resolution is not possible or equipment must be installed or decommissioned.
Key responsibilities
- Provide reactive helpdesk troubleshooting for Windows, Microsoft 365, networking, cybersecurity, and cloud telephony issues.
- Escalate complex issues, maintain SLA adherence, and communicate clearly with customers.
- Conduct vulnerability remediation, compliance checks, system monitoring, patch management, and incident response planning.
- Plan and implement IT solutions and upgrades for client environments.
- Document procedures and contribute to technical best practices.
- Attend client sites for problem resolution, equipment installation, and decommissioning.
Required skills and experience
- Experience in a 2nd Line IT Support role, or at least two years in a first-line role with strong development.
- Experience working in an MSP environment with rigorous time and activity recording.
- Good knowledge of Windows Server, Microsoft 365, hybrid cloud, Windows 10/11, and networking fundamentals.
- Strong problem-solving, analytical, customer service, and interpersonal skills.
- Ability to work independently and in a team in a remote-working environment.
- Good written and spoken English with the ability to explain technical concepts clearly.
- A valid UK driving licence and access to a vehicle insured for business use.
- A relevant IT qualification, industry certification, or demonstrable equivalent industry experience.
Desirable skills
- SME cybersecurity, Cyber Essentials, vulnerability scanning, and remediation experience are desirable.
- SharePoint administration, low-code development, Azure integration, virtualization, and cloud telephony experience are desirable.
- Experience with Autodesk, Adobe, Unifi, wireless, CCTV, or access control systems is desirable.
Workplace and security
- The role is hybrid remote and typically at least 75% of work is completed remotely.
- Client site visits may cover the Midlands, Wales, and the M40/M1 corridor toward London, with occasional overnight stays.
- Candidates must maintain a secure home working environment with reliable high-speed internet and security monitoring.
- DBS and BPSS background checks are required due to client requirements.
Working hours
- Normal hours are Monday to Friday, 09:00 to 17:30, excluding bank holidays.
- Earlier starts, occasional evening work, and weekend work may be required with advance agreement and compensation or time off in lieu.
Package
- The role is full-time with a salary of £28,000 to £35,000 per year.
- The package includes pension contributions, holiday entitlement, company equipment, travel expenses, training support, and career progression.
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