Job Description

Posted 4 weeks ago

Location: Central London

Salary: £33,000-£35,000

Are you an experienced IT support professional ready to take the next step in your career? Do you thrive in fast-paced environments and enjoy solving complex technical challenges? We’re partnering with an award-winning, fast-growing Managed Service Provider (MSP) based in Central London. They’re looking for a skilled 2nd Line Support Engineer to join their friendly, high-performing Service Desk team.

💼 The Role

You’ll be a key player in the Service Desk, acting as a go-to expert for complex tickets, supporting junior team members, and ensuring clients receive prompt, professional support. Your day-to-day will involve a mix of hands-on technical troubleshooting, team collaboration, and client interaction.

🛠️ What You’ll Be Doing

* Delivering 2nd line IT support to customers across hardware, software, and network issues.

* Acting as an escalation point for junior analysts, supporting their development.

* Maintaining ticket queues and ensuring SLAs are consistently met.

* Liaising with clients and third-party vendors to resolve issues effectively.

* Contributing to and maintaining the Service Desk knowledge base.

* Identifying recurring issues and recommending process improvements.

* Conducting occasional on-site client visits in London.

✅ What We’re Looking For

* 3+ years in an IT support role, with solid 2nd line experience.

* Strong troubleshooting skills across Microsoft 365, Windows 11, and macOS.

* Working knowledge of IT security tools (firewalls, antivirus, data protection).

* Excellent communication and interpersonal skills.

* Familiarity with ITIL or service management best practices (desirable).

* Relevant certifications (e.g., CompTIA A+, Network+, MCSE, CISSP) are a bonus