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2nd Line Managed Services Engineer

2nd Line Managed Services Engineer

  • London


2nd Line Managed Services Engineer


Security Clearance: the role will require you to undertake the SC clearance process.

Overall purpose of the job:

We are currently recruiting for experienced Managed Services Engineer who has experience working with Wintel and Virtualisation products in a Helpdesk or Managed Services environment.

The successful candidate will be responsible for providing 2nd Line technical support to customers and act as the customer’s primary point of contact for all technical issues through to resolution and assist the 1st and junior 2nd Line Teams as a point of escalation.

The company has a strong belief in promoting from within enabling us to offer real career progression across all areas of the Service Desk and wider Engineering team.

Key responsibilities for this job:

  • Progress Incident/Change/Problem tickets via ServiceNow in an MSP environment adhering to SLA’s, OLA’s & KPI’s.
  • Support, mentor and act as an escalation point for Incidents/Changes/Problems from 1st Line and junior members of 2nd Line dealing with challenging issues.
  • Provide high levels of Customer Service in order to promote positive customer feedback.
  • Troubleshooting technical faults, collaborating with internal/external teams and vendors to achieve fault resolution.
  • Ability to use initiative to work in silo as well as part of a Team to deliver timely resolution to customer requests, accurately providing regular updates using pre-defined templates to build rapport.
  • Ability to identify and escalate to the relevant Team when required providing comprehensive escalation notes.
  • Driving fault resolution to ensure SLA’s are not breached and continually reviewing existing processes to improve efficiency.
  • Proactive Problem Management, identifying trends to reduce repeat Incidents.
  • Updating documentation and KB articles.
  • Cover out of hours support in a Team Rota.

Knowledge and experience required:

  • Experience of providing 2nd Line Technical Support in a busy customer facing/MSP Helpdesk role.
  • A methodical and structured approach to problem solving.
  • Customer focused, keen on exceeding expectations – going above and beyond.
  • Ability to work under own initiative, manage own time and work to deadlines.
  • Both approachable and assertive, with the ability to build and maintain strong working relationships with management, service delivery teams and customers.

Technical Skills:

  • Microsoft Cloud Stack: Azure, ASR, WVD, Endpoint Manger, M365
  • Microsoft Active Directory, Exchange, AOVPN, Windows Server OS and SQL Server
  • Citrix technologies: ADC, Virtual Apps & Desktops and Citrix Cloud
  • Virtualisation technologies: VMware/HyperV
  • Backup & DR technologies
  • Networking: DNS, DHCP, VPN, IP Subnetting
  • Either MCP, MCSA, MCSE, VCP or Azure certified


  • Hyper-Converged Platforms
  • User Profile Management Applications
  • SCCM & Endpoint Manager
  • Scripting languages such as PowerShell
  • File System Technologies
  • Avamar, Commvault, Zerto and VXRail
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