2nd Line Support Engineer

2nd Line Support Engineer

We are looking for a skilled and motivated 2nd Line Support Engineer to join our Managed Services Support Team. This role is critical in supporting our clients by acting as the escalation point for incidents and service requests that our 1st Line team cannot resolve.

Working in a fast-paced MSP environment, you will support a wide range of customer infrastructures and technologies, resolving complex issues across servers, networks, Microsoft 365, and endpoint environments.

You will play a key role in maintaining high service quality, ensuring SLA compliance, and delivering an excellent customer experience.

This role is primarily remote, with occasional visits to our HQ or customer sites when required.

Responsibilities

• Take ownership of technical incidents and service requests through to resolution.


• Act as the escalation point for 1st Line Support.


• Manage Incidents, Problems, Changes, Requests and Events using Roc’s Service Management platform.


• Respond to alerts from proactive monitoring systems.


• Perform troubleshooting across servers, networks, Microsoft 365 and endpoint environments.


• Maintain accurate and timely updates within all service tickets.


• Monitor and maintain customer systems to meet defined SLAs.


• Work closely with 1st and 3rd line engineers to ensure smooth escalation and resolution.


• Identify, assess, and manage security vulnerabilities across customer environments.


• Liaise with third-party suppliers and vendors when required.


• Maintain and contribute to technical documentation and knowledge base articles.


• Build strong working relationships with customers, partners, and internal teams.


• Assist with mentoring or training junior engineers when required.

Skills & Technical Knowledge

Essential

• Windows Server and Desktop OS (Windows 10/11, Server 2016+)


• Microsoft 365 administration


• Azure AD / Intune / MDM


• Networking fundamentals (TCP/IP, DNS, DHCP, VPN)


• Active Directory, Group Policy, Exchange (on-prem and online)


• Virtualisation (Hyper-V or VMware)


• Endpoint management (Intune)


• Backup technologies (e.g., Veeam or cloud backup solutions)

Desirable

• Exchange Server (2003–2019)


• Microsoft SQL


• Citrix support


• PowerShell scripting


• Microsoft Teams and SharePoint administration


• RMM and monitoring tools


• Web filtering technologies


• Anti-malware and antivirus platforms

Experience & Qualifications

Essential

• ITIL Foundation


• 2–3 years’ experience in a technical support role


• Experience working within an MSP or multi-client environment


• Exposure to RMM monitoring and management platforms

Desirable

• Microsoft certifications


• Azure Fundamentals certification


• Experience with ServiceNow or similar ITSM tools


• Experience supporting cloud services


• Experience with server builds, migrations, or desktop refresh projects