2nd Line Support Engineer

Sharepoint Guidance Ltd

City of London, gb on site Until 8/21/2026 First posted March 26, 2025 Last posted March 26, 2025

Job description

We are looking for multiple second line Engineers for a special client of ours based in Farringdon, London!

This client is a well-established MSP, with a growing number of partnerships with industry leaders in the IT sector and they are looking for someone who is both passionate about IT and enjoys troubleshooting problems.

RESPONSIBILITIES

Work closely with Team Leads/SDM or other engineers where 2nd line support is required.
To support other engineers’ technical needs, whilst at the same time ensuring that they are using their knowledge and skills to the maximum before the escalation of cases.
To identify knowledge gaps within the team and ensure that these are filled through training.
To prioritise and manage many open cases at one time – multitasking.
Be approachable and enthusiastic about transferring knowledge and be fully integrated and engaged in the service delivery team’s working day.
To develop and maintain records, prepare reports, and correspondence for escalated incidents.
Keeping all assigned escalated ticket up to date and client communicated regularly.
Making sure time is entered within ticket on the go when doing tickets.(Live time entry)
Identify the root cause of the major incident and recommend the option to make sure it does not occur again.
Responsible for creating an incident report/RCA report for TL/SDM review for clients

SKILLS

Microsoft Azure VMs, VPNs, hybrid environments (including sync of directories)
Microsoft Windows platforms in particular Windows 7-10
Microsoft Server platforms – 2008-2016 (including core)
Microsoft Office Versions and Exchange 2007-2016 / Office365
Virtualization - Hyper-V / VMware
Network infrastructure - routers, firewalls (SonicWALL), VLAN, WLAN (Meraki), QOS, routing
Server monitoring, maintenance and remediation (in-depth Microsoft troubleshooting)
Security platforms: antivirus (Webroot), OpenDNS, Qualys (vulnerability management), Sophos encryption/end point management
Cloud email security systems : anti-spam, email archiving (Reflexion / Mimecast)
Cloud file sync and share platforms : Drobox, Box, Soonr
Phone systems (on premise / hosted) : VoIP troubleshooting and configuration management
In-depth knowledge of ConnectWise, LabTech and other tools / platforms used by the business, recommended but not essential
Backup system: Veeam and Shadow Craft

If you are interested in this role, please APPLY and one of our consultants will be in touch!

About this role

Summary

Provide second line support for IT infrastructure, troubleshoot issues, and support clients in a managed service provider environment.

Job title

2nd Line Support Engineer

Experience level

not specified

Industry

Location requirements

London, remote not specified

Salary

Not specified

Management role

Skills & keywords

Required skills

microsoft azure vmsvpnwindows 7-10server 2008-2016office365hyper-vvmwareroutersfirewallssonicwallvlanswlanqosserver monitoringantiviruswebrootopendnsqualyssophosreflexionmimecastdropboxboxsoonrvoipconnectwiselabtechveeamshadow craft

Preferred skills

None specified

Specializations

microsoft azurewindowsnetworkingfirewallstroubleshooting

Locations

Structured locations inferred from the posting.

London, UK

On-site City