2nd Line IT Engineer

2nd Line IT Support Engineer - MSP

Basildon, Essex (Hybrid)

Up to £42k

A dynamic and growing Managed Service Provider based in Basildon, Essex is looking for a 2nd Line IT Support Engineer to join their busy helpdesk team. Supporting a broad client base across the South East, this MSP prides itself on high-quality service delivery, a strong team culture, and clear progression pathways.

You'll be the backbone of the remote support function - an all-rounder with solid 2nd/3rd line troubleshooting ability across the standard MSP stack, comfortable handling escalations, major incidents, and everything in between. This is a hybrid role, with 3 days in the Basildon office and 2 days working from home.

Responsibilities

In this role, you'll be responsible for:

• Delivering 2nd line remote support services to contracted and non-contracted clients, managing tickets through to resolution.
• Troubleshooting complex desktop, server, and network issues - not just administration, but hands-on problem solving.
• Managing and responding to P1 / Major Incidents, ensuring timely escalation and communication throughout.
• Ensuring all SLA obligations are met and incidents or service requests are escalated where appropriate.
• Supporting junior colleagues as a point of escalation, guidance, and mentoring.
• Implementing remote service requests and installations when required.
• Contributing to technical documentation and knowledge base articles.

What We're Looking For

Essential experience:

• MSP background - essential. You'll need to hit the ground running.
• Strong Microsoft 365 and Azure administration and troubleshooting.
• Windows Server - solid working knowledge and hands-on troubleshooting experience.
• Networking fundamentals - routing, switching, VLANs, LAN/WAN.
• Firewall experience - SonicWall is advantageous, but equivalent experience considered.
• Endpoint and security tooling - Sophos AV, Intune, MDR (or equivalent products).
• Unifi and/or HP switching experience.
• On-premise hardware support and management.
• Ability to work logically under pressure and make sound decisions without hand-holding.

Beneficial (not essential):

• Microsoft certifications (AZ-700, SC-300, AZ-140)
• ITIL Foundation.
• Industry-recognised networking or security certifications.

What You'll Get

• Up to £42,000 salary (DOE)
• Hybrid working - 3 days in the Basildon office, 2 days remote
• 24 days annual leave + bank holidays, rising with length of service
• Private healthcare - immediate enrolment
• Mileage claim for business travel (45p/mile outside regular commute)
• Genuine progression pathways - 3rd line, onsite, or projects team
• Community and development days

This is a brilliant opportunity for a capable 2nd line engineer to join a people-first MSP where your technical ability will be recognised, developed, and rewarded.

Interested?

Don't worry if your CV isn't fully up to date - reach out to dot com for a confidential conversation.

Key words: 2nd Line Engineer, IT Support Engineer, MSP, Managed Services, Remote Support, Microsoft 365, Azure, Windows Server, SonicWall, Sophos, Intune, Unifi, Basildon, Essex, Southend, Chelmsford

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