2nd Line Support Engineer (Escalations / Microsoft / MSP)

Senior 2nd Line Support Engineer (Escalations / Microsoft / MSP)

£40,000 - £45,000 + Training + Progression
Central London / Hybrid
Permanent | Full Time

An award-winning Microsoft-focused MSP is looking for a Senior 2nd Line Support Engineer to join its growing Service Desk team.

This is more than a typical 2nd line support role. You'll act as a senior escalation point for the Service Desk - combining strong technical troubleshooting skills with excellent customer communication, ownership and commercial awareness.

You'll support a highly capable Tier 1 team, help improve service delivery standards and work closely with Service Desk leadership to ensure customers receive a first-class experience.

There are also genuine progression opportunities into Team Leadership, Service Delivery or Pre-Sales as the business continues to grow.

The Role

You'll be responsible for:

Acting as the senior escalation point for complex support issues
Supporting and mentoring Tier 1 Engineers
Troubleshooting Microsoft 365, Azure and infrastructure issues
Investigating and responding to security alerts from SOC / SIEM platforms
Supporting Cisco Meraki networking environments
Managing issues through to resolution with clear customer communication throughout
Identifying recurring technical or service trends and helping improve processes
Producing documentation and knowledge sharing material
Working closely with Service Desk Management and senior technical teams
Escalating to Tier 3 teams where required

Technical Environment

Microsoft 365
Azure
Windows Server / Active Directory
Cisco Meraki
Endpoint Manager / Intune
MFA / Security tooling
SIEM / EDR platforms
Hyper-V
Windows, Mac, iPhone and Android device support

What They're Looking For

Previous experience in a 2nd Line Support or Escalation role within an MSP environment
Strong Microsoft technology experience
Excellent communication and customer-facing skills
Someone proactive, organised and calm under pressure
Ability to prioritise multiple issues effectively
Commercial awareness and a customer-first mindset
A team player who enjoys mentoring and improving service standards
Someone ambitious who wants to continue developing their career

Why Join?

Award-winning MSP and Microsoft Solutions Partner
Strong technical and collaborative culture
Weekly formal training and paid certifications
Hybrid working
Exposure to modern cloud, security and AI technologies
Clear progression opportunities
Friendly, highly experienced engineering team

If you're an experienced MSP Support Engineer looking for a role where you can build credibility, influence service delivery and progress your career beyond traditional support, we'd love to hear from you