2nd Line Engineer

2nd Line Engineer

GreatFind Jobs
Published: August 15, 2023
North London, Recruitment
Job Type
Up to £38,000


Join this leading corporate MSP as their new 2nd Engineer and take the next step in your career. We are looking for someone with strong cloud services, Microsoft 365 and MSP experience to provide face-to-face and remote IT support. The position is based in North London, with a salary of up to £38,000. Apply today! 

Benefits include 25 days holiday, Hybrid Working, Private Health Insurance, Eye Tests, Generous Sick pay and lots more! 

Role Overview 

The 2nd Line Service Desk Analyst role offers a blend of on-site and remote IT support, incident ownership, and stakeholder relationship building. As a crucial team player, you'll tackle troubleshooting, predict potential issues, and collaborate seamlessly within our unit. Unlock growth by managing hardware projects and collaborating with senior Project Engineers, all while delivering an exceptional client experience.


  • Handle 2nd line-assigned tickets, delivering comprehensive support through various communication channels. 
  • Identify and troubleshoot technical hardware, software, and OS issues, ensuring utmost customer satisfaction. 
  • Escalate tickets per internal guidelines, collaborating with partners and third parties for issue resolution. 
  • Take ownership of open cases, emails, and support requests, monitoring and responding within defined SLAs and OLAs. 
  • Adapt to evolving standards, processes, and roles in alignment with company requirements. 
  • Provide timely technical assistance in person, via phone, or electronically, maintaining efficient response times. 
  • Communicate resolution progress to end users and supervisors, ensuring transparency throughout the support lifecycle. 
  • Log and update all interactions on provided service desk and business tools for comprehensive tracking. 
  • Stay updated on system information, changes, updates, and emerging technological trends. 
  • Communicate insights, challenges, training needs, and opportunities to immediate supervisor. 
  • Document guides, maintain the IT Audit system, and meticulously track and document problem resolutions. 
  • Work towards obtaining relevant technical certifications, including Microsoft and others.


  • 2-4 years of experience in a 2nd line IT support role, preferably within an MSP. • Troubleshooting and supporting Citrix environments (XenApp/XenDesktop, Netscaler, Director, Studio). 
  • Operational familiarity with Hyper-V, Virtual Machine Manager, clustered services, and V-Sphere. 
  • Experience in troubleshooting storage environments (NetApp and/or 3Par advantageous). • Proficiency in Active Directory, Group Policy, Office 365, SharePoint, and antivirus software. 
  • Knowledge of MS Exchange, SCOM, SCCM, TCP/IP, DNS, DHCP, LAN/WAN, and wireless technologies. 
  • Certification in Office 365 Administration and basic troubleshooting. 
  • Windows OS/MAC OS X troubleshooting, system restores, and vendor diagnostic tools. 

Person Specification: 

  • Problem Solver. 
  • Passion for IT. 
  • Team player.
  • Effective communication. 
  • Efficient. 

Want to know more? 

As a specialist IT recruitment agency at GreatFind Recruitment, we genuinely care about our candidates and clients. We strive to provide a personalised and consultative service, and we would be more than happy to chat with you about this role in more detail.

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