{"id":3551490,"url":"https://alion.io/job/itcs-global-senior-2nd-line-engineer-msp","title":"Senior 2nd Line Engineer - MSP","company":{"id":4490568,"name":"ITCS Global","domain":"itcsglobal.com","url":"https://alion.io/company/itcs-global","size_band":"1-10","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Leighton Buzzard, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":36000,"max":40000,"currency":"GBP","period":"year","gross":null,"usd_annual":53626},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"OneDrive","optional":false},{"name":"Service Desk","optional":false},{"name":"DHCP","optional":true},{"name":"Hyper-V","optional":true},{"name":"VMWare","optional":true},{"name":"VPN","optional":true}],"status":"live","first_seen_at":"2026-10-30T20:33:19Z","employer_posted_date":null,"last_verified_at":"2026-10-30T20:33:19Z","board_verified":false,"closed_at":null,"days_open":2,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":2},"description":"Senior 2nd Line Engineer - MSP\nITCS Global, Leighton Buzzard, Bedfordshire\n£36,000 - £40,000 depending on experience.\nFull time, permanent - 8:00am - 5:00pm.\nITCS Global is an established managed service provider, supporting small and medium businesses across Bedfordshire, Buckinghamshire, Hertfordshire and London since 2005, with a new office opening in Canada. We are a small team, and this role is the senior engineer in the UK, working day to day with our MD and owning the service our clients receive.\nThe role\nYou will run the service desk - picking up tickets, working them through to resolution within SLA, keeping clients updated, and making the call on what needs escalating and what you can sort yourself (which should be most of it). You will be the main technical contact for a number of our clients, visiting their sites, building the relationship and spotting what their IT needs before they ask.\nAlongside support you will deliver projects under the MD's oversight - device refreshes, M365 and Intune rollouts, small office moves and network changes - and help us tighten up how we use our ticketing system and SLAs as the team grows.\nExperience\nAt least 6 years in IT support, with 3 or more at 2nd line level, ideally within an MSP.\nDay to day use of a PSA / ticketing system (HaloPSA, ConnectWise, Autotask or similar), working to SLAs and writing ticket notes anyone else can pick up.\nA full UK driving licence and your own reliable car, insured for business use - you will be travelling to client sites, including London.\nSkills we expect\nMicrosoft 365 and Entra ID\nUser lifecycle - new starters and leavers, licensing, shared mailboxes, mailbox conversion and forwarding\nExchange Online - permissions, mail flow rules, message trace, quarantine, retention and archiving\nSharePoint, OneDrive and Teams - permissions, sync issues, site structure and external sharing\nEntra ID - groups, admin roles, guest access, MFA and SSPR, reading sign-in logs and diagnosing Conditional Access blocks\nSPF, DKIM and DMARC - checking and correcting records\nEndpoints and device management\nWindows 10/11 troubleshooting beyond the basics - event logs, SFC/DISM, drivers, boot and profile faults\nIntune - enrolment, Autopilot, compliance and configuration profiles, app deployment, BitLocker recovery\niOS and Android enrolment, app protection policies and device wipes; macOS support is a bonus\nPrinters, scanners and MFDs, including scan to email\nWindows Server and Active Directory\nUsers, groups and OUs, Group Policy creation and troubleshooting\nDNS and DHCP management\nFile shares and NTFS permissions\nServer health checks and Hyper-V / VMware virtual machine management\nNetworking\nDiagnosing faults across device, switch, firewall and ISP\nFirewall rules, port forwarding and client VPN users\nVLANs, PoE and port configuration on managed switches\nWi-Fi access points and controllers\nManaging ISP faults through to resolution\nSecurity\nPhishing triage, tenant-wide search and purge\nCompromised account response - inbox rules, OAuth apps, sign-in review, containment and documentation\nInvestigating and remediating Defender / EDR alerts\nImplementing Cyber Essentials controls and gathering evidence\nBackup, RMM and patching\nFixing backup failures and managing retention\nFile, mailbox, folder and VM restores, including test restores\nRMM monitoring, alert thresholds, scripted fixes and agent deployment\nPatch policy management per client\nUseful but not essential\nPowerShell for Exchange Online, Graph and routine admin tasks\nTeams Phone - number assignment, call queues and auto attendants\nAzure basics - VMs and storage\nCertifications such as MD-102, MS-102, AZ-900 / AZ-104 or CompTIA Network+\nThe person\nWe want someone who works things out. When something breaks you investigate, try the sensible options and come to us with what you found, not the first error message. You are comfortable managing your own day and your own queue, you stay calm when a client has a problem that is costing them money, and you can explain what has happened in plain English to a director as well as an end user.\nYou will also keep client documentation and knowledge base articles up to date, and spot work that falls outside a client's contract so it can be quoted.\nWhat you get\n£36,000 - £40,000 depending on experience, with a defined route to a 3rd line / lead engineer role and pay review against it\n38 days holiday plus bank holidays, pension\nTraining and certification paid for where it fits the role\nTo apply, send your CV with a short note on a problem you solved without being told how","description_format":"text","description_chars":4588,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-30T22:51:15Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":2,"expected_fill_days":29,"reasons":["seen:2","win:early"],"computed_at":"2026-11-02T06:13:15Z"},"pay":{"stated_usd_annual":53626,"is_top_pay":false},"html_url":"https://alion.io/job/itcs-global-senior-2nd-line-engineer-msp","json_url":"https://alion.io/job/itcs-global-senior-2nd-line-engineer-msp.json","meta":{"generated_at":"2026-11-02T07:06:03Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":9919,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-03T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4490568},"rest":"https://alion.io/mcp/rest/get_company?id=4490568"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fitcs-global-senior-2nd-line-engineer-msp"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fitcs-global-senior-2nd-line-engineer-msp"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fitcs-global-senior-2nd-line-engineer-msp"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/itcs-global-senior-2nd-line-engineer-msp\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fitcs-global-senior-2nd-line-engineer-msp"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3551490}},{"tool":"search_jobs","arguments":{"company":"itcsglobal.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3551490},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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