2nd Line Technical Support Engineer - MSPLocation: Shoreditch, London (Fully site-based) Type: Full-time Permanent Salary: 30,000 - 38,000 Sector: Managed IT Services and Cloud TechnologyAbout the RoleThis is a hands-on, customer-facing role for a skilled 2nd Line Technical Support Engineer who thrives on solving complex technical issues in a fast-paced, service-driven environment. Based full-time at our Shoreditch office, you''ll support clients across a variety of platforms and play a key part in ensuring service excellence.Key ResponsibilitiesResolve 1st and 2nd line support tickets using RMM toolsTroubleshoot, escalate, and resolve incidents within agreed SLAs and KPIsMonitor networks and provide guidance on security improvementsAdminister environments in Azure, AWS, and SharePointLog all customer interactions in the support ticketing system (e.g., AutoTask/Datto)Collaborate with internal teams to provide timely resolutionsMaintain strong knowledge of customer processes and business needsContribute to team culture by sharing knowledge and participating in special projectsAbout YouMinimum 3 years'' experience in helpdesk or technical support rolesAt least 2 years'' experience using RMM technologiesStrong understanding of Microsoft environments: Windows Server OS, Hyper-V, VMware, Azure Active Directory, SharePointConfident with networking technologies: LAN, WAN, TCP/IP, DNS, DHCP, VPN, VLAN, VOIPExperienced in security audits, firewall management, endpoint security, and ..... full job details .....