2x Service Desk Engineer (2nd Line) – London - £38,000 - Hybrid Working! We’re currently partnering with a high performing, globally recognised Managed Service Provider to recruit two experienced 2nd Line Service Desk Engineers. This is a fantastic opportunity to join a business known for delivering premium IT services and building long-term client partnerships. If you thrive in a fast-paced MSP environment and enjoy combining remote support with client facing work, this could be a great fit. The Role As a 2nd Line Service Desk Engineer, you’ll play a key role within a busy Service Delivery team, providing both remote and on-site support to a wide client base. You’ll be responsible for resolving escalated issues, maintaining high service standards, and contributing to continuous improvement across client environments. Key Responsibilities Resolve 2nd line and escalated IT support tickets within SLATroubleshoot issues across infrastructure, cloud, and end-user environmentsProvide on-site support during scheduled client visitsMonitor and resolve alerts from system monitoring tools (NOC tickets)Communicate effectively with end-users and stakeholders throughout ticket lifecycleMaintain accurate documentation and update knowledge base articlesIdentify recurring issues and contribute to long-term solutionsWork closely with third-party vendors to resolve technical issuesSupport and mentor 1st Line EngineersStay up to date with emerging technologies and cyber security trends What We’re Looking For Minimum 2+ years’ experience in a 2nd Line IT Support role (ideally within an MSP)Strong customer-facing and communication skillsExperience providing face-to-face client supportSolid technical experience across:Windows Server (On-Prem & Azure)Active Directory, Group Policy, Office 365 & SharePointMicrosoft ExchangeVirtualisation (Hyper-V, VMware, WVD)Backup & Disaster Recovery solutionsCyber Security (MFA, EDR, AV, Incident Response)Networking (TCP/IP, DNS, DHCP, LAN/WAN)Windows & macOS environmentsExperience supporting mobile devicesStrong troubleshooting and problem-solving abilityPassion for learning and gaining certifications Why Apply? Join a top-tier MSP with a strong industry reputationExposure to a wide variety of technologies and client environmentsClear opportunities for training, certifications, and progressionHybrid working model with a mix of office, remote, and client interactionSupportive, collaborative team culture The client is looking to fill this opportunity immediately, so please apply ASAP or feel free to drop me an email with any questions to owen @ serlimited . com. SER-IN