2nd Line Support

Ready to step into a second-line support role where your skills will be valued and your growth mapped out? This MSP based in West Hampstead offers a clear progression plan and a tight-knit team that loves solving problems properly.

What Does the Role Entail?
You'll be the go-to for escalated IT issues - anything the first line team can't handle, a ticket will come your way, and you'll have up to three hours to resolve it. The work is varied, all ticket-based, and comes from a wide client base thanks to their retained services model. The environment is fast-paced and process-driven, but with a strong focus on quality - you're encouraged to dig deep, document properly, and always think about root cause, not just a quick fix. You'll work a shift pattern of either 8:00-4:30 or 9:30-6:00, Monday to Friday, and while the business operates 24/7, out-of-hours support is handed off to a third party. You'll be fully office-based in West Hampstead for your first three months, then shift to hybrid (three days in, two from home).

What Skills Will You Have?
You'll bring solid second-line experience - maybe you're already in a second-line role, or maybe you've been the top of your first-line team and are more than ready to step up. You're comfortable handling escalated tickets, managing your own time against SLAs, and communicating technical fixes in plain language. You're also someone who thrives in structured environments and wants a pathway - whether that's deeper into technical support or sideways into account management.

What Is On Offer?
You'll be joining a team that takes progression seriously, with a transparent plan in place to help you move forward. Whether you want to specialise in third-line work or build your client-facing skills, they'll help you get there. Salary is up to £38,000 with a host of other great benefits.

How to Apply?
If you're looking to move into a second-line role where you can make an impact and keep developing, hit apply.