2nd Line Support
Meet Our Recruiter
About the Role
2nd Line Service Desk Engineer | Outskirts of Ipswich | £30,000 to £35,000
“Tired of being the unofficial therapist for 1st line while 3rd line hoards all the actual project work? It is time for a proper bridge, not a barrier.”
If you are a 2nd line support engineer, you know the frustration of being caught in the middle. You are expected to absorb all the chaotic escalations from the junior team, yet you are rarely given the keys to touch the infrastructure, assist with real projects, or actually progress your career past basic ticket churning.
It does not have to be that way.
We are partnering with an established MSP that treats 2nd line as a true technical bridge, not a permanent holding pen. They have built a highly supportive service desk environment guided by strong technical leadership, including direct collaboration with the Technical Director. Here, you are not just closing tickets in HALO; you are actively pulled into complex root cause analysis, proactive maintenance, and both remote and onsite infrastructure migrations.
The Benefits
-
Comprehensive Health Coverage: Full private medical insurance alongside private dental insurance to keep you completely covered.
-
Commuter Perks: Free on site parking spaces to make your morning drive stress free, plus a cycle to work scheme if you prefer two wheels.
-
Community and Culture: A highly supportive company culture with funded social events, a company pension scheme, and a rewarding employee referral programme.
The Role
Working within a fast paced, multi client MSP environment, you will take ownership of escalated incidents and service requests in line with agreed SLAs. You will spend your days managing Microsoft 365 environments, configuring Azure AD, administering Windows Servers, and maintaining virtualisation technologies like Hyper V and VMware. Crucially, you will act as a mentor to 1st line engineers whilst gaining the exact project exposure needed to build a clear pathway into 3rd line engineering.
Are You the Right Fit?
To succeed in this multi client setup, you need a customer focused mindset and a calm approach under pressure. You should bring strong troubleshooting skills covering Active Directory, Group Policy, networking fundamentals like DNS and DHCP, and cloud concepts. While prior MSP experience and Microsoft certifications are desirable, a strong drive to learn and a full UK driving licence are the essential requirements. Valid Right to Work in the UK is required.
The Next Step
At CloudScope Group, we do not just fill seats; we open doors to better careers. If you are ready to move away from repetitive ticket loops and step into a role that actively invests in your route to 3rd line engineering, let’s have a low pressure conversation today.