2nd Line IT Engineer

2nd Line Engineer (MSP) North London – 3 Days Onsite/2 Days WFH Up to £40,000 Benefits Previous MSP/Consultancy experience is essential What’s in It for You: * 25 Days Holiday Bank * Option to carry 5 days holiday over * Enhanced Maternity and Paternity * Company Pension Scheme * Company Sick Pay * Free Onsite Parking * Hybrid working (3 days onsite/2 days from home after probation) * Private Medical * Company socials/events * Season Ticket Loans * Paid Certifications & Qualifications * Annual Salary Reviews The Opportunity Join a leading Managed Service Provider based in London, that delivers Enterprise-grade IT Support, Security and consulting solutions (25 years in business) to businesses across multiple sectors in the UK. As a company experiencing significant growth, both organically and through acquisitions, they are expanding their technical team to support their growing portfolio of clients. They are dedicated to fostering a professional and collaborative work environment! They encourage employees to develop their skills, grow within the organisation and contribute to a culture of continuous improvement. Your Responsibilities: * Respond promptly to support requests via phone, email and ticketing system * Visit client sites for scheduled support and provide face-to-face technical help when required * Accurately log, classify, and prioritise tickets - keep clear notes and update users and IT officers throughout the ticket’s lifecycle * Identify and escalate recurring IT issues that need a long-term fix, escalate other issues using the correct internal process * Write and maintain technical guides and user instructions * Work closely with partners and third-party vendors to resolve customer issues efficiently * Deliver strong customer service and support while managing your own ticket queue * Stay up to date with tech and cyber security changes relevant to clients What You’ll Need: * Previous Helpdesk/Service Desk Experience (Telephone/Email/Face-to-Face Support) * Office 365 Experience and Management * Proficient with Windows 10/11 & Intune (Or other MDM) * Hardware Setups – Laptops, PCs, Macs and Mobiles for End Users * Strong Networking Knowledge (DNS/DHCP) * Experience with Active Directory & Group Policies * Excellent communication skills and team player * Be decisive and have the passion to problem-solve * IT Certifications are an Added Bonus (CompTIA, MCP etc) How to Apply: If this opportunity looks like something you could be interested in and would like to find out more, please apply with an up-to-date CV. Key Words - IT Support, IT Support Technician, 2nd Line Support, IT Support Technician, 2nd Line Support Technician, Service Desk Analyst, IT Support, Windows Desktop Support, Microsoft Office, Microsoft Exchange, Windows Server, DHCP, DNS, Routing, Customer Service, Microsoft Office 365, Networking, Routers, Firewalls, Troubleshooting