2nd Line Support Analyst job at London Full Time NEW

Overview:
An excellent opportunity has arisen with an established IT services environment is looking for a 2nd Line Support Engineer to join a close-knit team supporting a range of clients, systems and users.

This is a hands-on support role where you’ll be working across cloud platforms, user environments, and infrastructure, while also helping to coordinate day-to-day team activity. You’ll play a key role in maintaining service quality and ensuring clients receive a reliable and responsive support experience.

This role is ideal for someone from an MSP or IT support background who enjoys problem-solving, working with users, and taking ownership of issues through to resolution.

Role & Responsibilities:

• Provide 2nd line support across cloud, infrastructure, and user environments
• Troubleshoot issues across Windows, Microsoft 365, and network systems
• Support and maintain cloud platforms, ensuring performance and security
• Act as an escalation point for firewall and connectivity issues
• Work closely with 1st line and senior engineers to resolve incidents
• Build strong relationships with clients and deliver high-quality support
• Assist with system updates, documentation, and general maintenance tasks
• Help coordinate workloads and support day-to-day team operations

Essential Skills & Experience:

• Experience in a 2nd Line Support / IT Support role
• Strong knowledge of Windows environments and troubleshooting
• Experience with Microsoft 365 (including basic admin and support)
• Exposure to networking / firewalls (FortiGate beneficial)
• Experience working in an MSP or customer-facing environment
• Ability to manage and prioritise workload independently

Desirable:

• Exposure to cloud platforms (e.g. Azure)
• Basic scripting or automation experience
• MDM or device management exposure
• Relevant certifications or ongoing learning

Package:

• Circa £40,000 (depending on experience)
• 5 days onsite in Wimbledon
• 40-hour week (hours 09:00–17:30)
• On-call rota every 4–6 weeks
• Travel to client sites (roughly 1 in 10 days)
• Flexible benefits package
• Strong opportunity for progression