2nd Line IT Engineer

2nd Line IT Engineer (Full Time) – Job Specification

Location: Reigate

Hours: 37.5 per week

Salary: Up to £32,000

Hybrid Working: 2 days remote per week

About the Company

Our client is a fast-growing technology services provider specialising in managed IT services, cloud solutions, and modern infrastructure support. They are looking for enthusiastic individuals who enjoy working with technology and delivering high-quality customer service. Over the last 5 years, MFK Recruitment has placed 45 IT professionals with this company, and 32 are still thriving there today!

Role Overview

The 2nd Line IT Engineer role is focused on supporting, maintaining, and improving IT systems across both on-premise and cloud environments. This position sits within an experienced engineering team and would suit someone who has worked in an MSP environment with strong 2nd-line capabilities.

You’ll be working closely with customers, resolving technical issues, and ensuring systems run efficiently. As a 2nd Line Engineer, you’ll be a key escalation point for junior members of the support team.

Key Responsibilities

• Provide 1st and 2nd line technical support across a varied customer base.
• Act as the first point of escalation for technical incidents.
• Manage and resolve support tickets efficiently within SLAs.
• Diagnose issues across desktops, servers, cloud environments, and networks.
• Support and administer Microsoft 365, Azure, and virtualisation platforms.
• Document processes, update knowledge bases, and maintain accurate records.
• Deliver excellent customer service and clear communication at all times.

Technical Responsibilities

• Troubleshooting servers, cloud services, and virtualised environments.
• Active Directory & Group Policy administration.
• Exchange administration.
• Networking knowledge including TCP/IP, VLANs, and firewalls.
• Firewall experience (Fortigate, Cisco, SonicWall, WatchGuard).
• Backup technologies including Azure and Veeam.
• Supporting Hyper-V, VMware, AVD, and RDS.
• General support of PCs, printers, scanners, switches, and other networked devices.

As a 2nd Line Engineer, you will take full ownership of technical issues and see them through to resolution.

Personal Attributes

• Strong passion for technology and solving complex issues.
• Confident communicator who enjoys helping customers.
• Able to work both independently and as part of a team.
• Organised, proactive, and able to prioritise workload.
• Willingness to keep learning and develop new skills.

Qualifications & Experience

• Minimum 3 years’ experience in a similar IT role.
• MSP or customer-centric environment experience preferred.
• Strong experience with:
• Microsoft 365, Azure, Windows, AD, Server OS
• Cyber security tools, firewalls, and recovery solutions
• Cloud technologies
• VMware / Hyper-V
• Veeam backups
• Apple Mac support experience is advantageous.

Desirable Certifications

• Microsoft Certified (Azure or M365)
• VMware VCP
• Citrix
• Veeam

Why This Role?

This is an excellent opportunity for a motivated Level 2 Engineer who wants to join a growing business with real opportunities for development, career progression, and exposure to a wide range of technologies.