JOB TITLE AND LOCATION

• Job Title: 2nd Line Engineer – Managed Services Provider (MSP)
• Location: London, UK (1 day home working per week after probation)
• Salary: £30k to £40k incl Performance related bonus + benefits

ABOUT US

At Support Tree, we provide IT support and security solutions to the financial services and other sectors across London. Our commitment to excellent service and proactive support has earned us a reputation as a trusted MSP. We pride ourselves on our team values of growth, care, humility, and teamwork. We are seeking a skilled 2nd Line Engineer to join our dedicated and collaborative team as we continue to expand.

DOCUMENTATION AND KNOWLEDGE MANAGEMENT

• Maintain accurate records of client interactions and resolutions in the support ticket system.
• Ensure clear documentation of processes and solutions for future reference.

CREDENTIALS AND EXPERIENCE

• Proven minimum 3 Years MSP helpdesk experience and minimum 1 year, 2nd line experience within an MSP environment
• Good understanding of Windows Server, Active Directory, Exchange, Office 365, and Azure (EntraID)
• Experience with non-cisco firewalls (SonicWALL/ FortiGate), routers, and networking (VPN, VLANs, etc.).
• Knowledge of security best practices (ISO27001, GDPR compliance).
• Relevant certifications such as Microsoft Azure/ M365 (MCSA/MCSE), Cisco (CCNA), ITIL, or equivalent.
• Excellent problem-solving and communication skills.
• Eagerness for continuous development and adapting to a fast-paced environment.
• A dependable engineer who follows directions and maximises billing opportunities.
• Consistently receives positive client feedback.

THE ROLE

As a 2nd Line Engineer, you will play a critical role in providing reactive support and technical expertise, ensuring our clients receive exceptional service during challenging situations. You will work in a dynamic environment that demands strong communication skills, technical aptitude, and the ability to manage high-pressure scenarios. Your experience will enable you to effectively guide clients while addressing their IT needs.

KEY RESPONSIBILITIES

• Provide efficient support for reactive service requests, assist with time and materials (T&M) service requests.
• Manage small projects and collaborate with senior engineers on larger initiatives.
• Document and maintain client network information and system configurations accurately.
• Ensure the integrity of data through effective backup maintenance.
• Configure and support email clients.
• Troubleshoot and customise Microsoft Office Suite applications based on client requirements.
• Administer Microsoft 365/EntraID and SharePoint user accounts and permissions.
• Support more complex Microsoft 365 and EntraID issues
• Handle user administration, including adding/removing users and configuring file permissions.
• Take ownership of tasks, providing clear and timely updates to clients.
• Maintain a high standard of quality in all work, demonstrating attention to detail.