2nd Line Technical Support Engineer - MSP
Location: Shoreditch, London (Fully site-based)
Type: Full-time | Permanent
Salary: £30,000 - £38,000
Sector: Managed IT Services & Cloud Technology
About the Role
This is a hands-on, customer-facing role for a skilled 2nd Line Technical Support Engineer who thrives on solving complex technical issues in a fast-paced, service-driven environment. Based full-time at our Shoreditch office, you'll support clients across a variety of platforms and play a key part in ensuring service excellence.
Key Responsibilities
Resolve 1st and 2nd line support tickets using RMM tools
Troubleshoot, escalate, and resolve incidents within agreed SLAs and KPIs
Monitor networks and provide guidance on security improvements
Administer environments in Azure, AWS, and SharePoint
Log all customer interactions in the support ticketing system (e.g., AutoTask/Datto)
Collaborate with internal teams to provide timely resolutions
Maintain strong knowledge of customer processes and business needs
Contribute to team culture by sharing knowledge and participating in special projectsAbout You
Minimum 3 years' experience in helpdesk or technical support roles
At least 2 years' experience using RMM technologies
Strong understanding of Microsoft environments: Windows Server OS, Hyper-V, VMware, Azure Active Directory, SharePoint
Confident with networking technologies: LAN, WAN, TCP/IP, DNS, DHCP, VPN, VLAN, VOIP
Experienced in security audits, firewall management, endpoint security, and infrastructure compliance
Familiarity with SQL/MySQL, SaaS, HaaS, and hybrid cloud environments
Azure and/or AWS certification preferred
Enthusiastic about learning, adaptable to change, and driven by team success
Excellent written and verbal communication skills
Degree in a relevant field or equivalent experienceWhy Join
Be part of a growing, award-winning MSP environment
Collaborate with a passionate team delivering innovative IT solutions
Gain hands-on experience with cutting-edge technology and cloud systems
Enjoy a dynamic and energetic workplace in the heart of Shoreditch
Benefit from continuous learning and career development opportunitiesApplication Information
Applicants must have the right to work in the United Kingdom. By submitting your application, you consent to the processing of your data for recruitment purposes in line with our Recruiting Privacy Practices.
Apply now and take the next step in your technical support career in a vibrant Shoreditch-based role.
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