2nd Line Support Analyst

2nd Support Engineer | London | 5 Days Onsite | £40K 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