{"id":3677448,"url":"https://alion.io/job/remote-choice-2nd-line-service-desk-engineer","title":"2nd Line Service Desk Engineer","company":{"id":2731,"name":"Remote Choice","domain":"remotechoice.co.uk","url":"https://alion.io/company/remote-choice","size_band":null,"is_staffing_agency":true,"employer_type":"agency","is_intermediary":false,"listed_via":null,"ats_vendor":"Zoho Recruit","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["South Africa"],"countries":["ZA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Azure","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Hyper-V","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Microsoft Teams","optional":false},{"name":"OneDrive","optional":false},{"name":"Service Desk","optional":false},{"name":"SharePoint","optional":false},{"name":"TCP/IP","optional":false},{"name":"VMWare","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false},{"name":"Windows Server","optional":false}],"status":"live","first_seen_at":"2026-11-03T11:43:52Z","employer_posted_date":"2026-11-03","last_verified_at":"2026-11-06T17:33:58Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"2nd Line Service Desk Engineer\nOur Client: Established IT Managed Service Provider (MSP)\nAbout Our Client\nOur client is an established and growing Managed Service Provider (MSP) with over two decades of experience delivering high-quality IT support and technology solutions to businesses.\nThey help business leaders take control of their technology with clarity and confidence, going beyond reactive IT support to develop strategic technology roadmaps that align with wider business objectives.\nTheir approach focuses on simplifying, standardising and securing IT environments, while placing people and customer service at the heart of everything they do.\nWith an excellent reputation for client retention, they pride themselves on taking ownership of technical challenges, delivering the right outcomes and building long-term relationships with their customers.\nAs the business continues to grow, they are looking to appoint an experienced 2nd Line Service Desk Engineerto join their supportive and technically skilled service desk team.\nThe Role\nOur client's customers rely on their IT services to keep their businesses running smoothly. While the 1st line team handles day-to-day support requests, more complex technical issues are escalated to the 2nd line team.\nAs a 2nd Line Service Desk Engineer, you will act as a key escalation point, taking ownership of complex support tickets across a varied client base, identifying root causes and ensuring issues are resolved effectively.\nThis is an excellent opportunity to gain broad, hands-on experience across Microsoft 365, Azure, cyber security, networking, infrastructure and backup technologies, supporting multiple customer environments rather than a single internal IT estate.\nAlongside technical support, you will contribute to improving service desk processes, mentoring junior engineers and developing the team's technical knowledge.\nOur client is committed to professional development, offering support towards industry-recognised certifications and clear opportunities for career progression as the business expands.\nWhat Success Looks Like\nWithin your first six months, you will:\nDevelop a strong understanding of customer IT environments and confidently manage technical escalations independently.\n\nResolve support tickets within agreed service commitments, maintaining clear notes and accurate technical documentation.\n\nWithin your first year, you will:\nBecome a trusted escalation point for the 1st line team, helping colleagues resolve more issues at first contact.\n\nContribute to the internal knowledge base, ensuring common technical fixes are documented and repeatable.\n\nProactively identify recurring technical problems and help implement long-term solutions that address root causes.\n\nHow Performance Will Be Measured\nOur client takes a collaborative approach to setting performance expectations, with agreed targets typically covering:\nResponse and resolution times against customer service commitments and SLAs.\n\nCustomer satisfaction and quality of service.\n\nAccuracy and quality of ticket notes and technical documentation.\n\nContributions to the knowledge base and support provided to 1st line colleagues.\n\nAbout You\nThis is a hands-on technical position suited to someone with solid experience supporting business customers, ideally within a Managed Service Provider environment.\nYou will be comfortable working across multiple customer environments, managing competing priorities and troubleshooting a broad range of technical issues throughout the day.\nYou will be well suited to this opportunity if you:\nTake ownership of technical problems and see issues through to resolution.\n\nCan communicate complex technical information clearly to non-technical users.\n\nRemain calm, organised and methodical when managing a busy workload.\n\nEnjoy investigating root causes rather than simply applying temporary fixes.\n\nAre motivated to develop your technical knowledge and share your expertise with colleagues.\n\nThis role may be less suitable if you:\nPrefer supporting a single internal IT environment rather than multiple customers.\n\nPrefer escalating problems rather than taking ownership through to resolution.\n\nAre seeking a purely infrastructure-focused position without customer-facing responsibilities.\n\nKey Responsibilities\n2nd Line Technical Support\nProvide 2nd line IT support via telephone, email, remote sessions and occasional on-site visits.\n\nTake ownership of tickets escalated from 1st line support, ensuring timely resolution in line with agreed customer service commitments.\n\nAssist with smaller customer projects, including user onboarding, device deployments and Microsoft 365 migrations.\n\nMicrosoft 365 and Cloud Technologies\nSupport and administer Microsoft 365 environments, including Exchange Online, Microsoft Teams, SharePoint, OneDrive, Entra ID and Intune.\n\nTroubleshoot and support customer workloads hosted within Microsoft Azure.\n\nInfrastructure and Networking\nSupport Windows and Mac endpoints, Windows Server, Active Directory and Group Policy.\n\nDiagnose and resolve networking issues involving LAN, WAN, Wi-Fi, firewalls, switches, VLANs and VPNs.\n\nSupport virtualised infrastructure using VMware and Hyper-V.\n\nCyber Security, Backup and Disaster Recovery\nManage and monitor security solutions, including endpoint protection, multi-factor authentication (MFA), email security and device encryption.\n\nInstall, configure, and manage backup and Business Continuity and Disaster Recovery (BCDR) solutions.\n\nAssist with disaster recovery activities and ensure customer environments remain secure and resilient.\n\nTeam Collaboration and Customer Relationships\nMentor and support 1st line engineers, sharing technical knowledge and troubleshooting best practices.\n\nMaintain accurate service desk ticket notes and contribute to internal technical documentation and knowledge resources.\n\nBuild positive, professional relationships with customers, ensuring a consistently high standard of service.\n\nYou will work with ConnectWiseas the core service management platform, alongside a range of Remote Monitoring and Management (RMM), cyber security, and backup technologies used to deliver managed IT services.\nSkills and Experience Required\nEssential Requirements\nA minimum of 2 years' experience working within an MSP environment.\n\nStrong administration and troubleshooting skills across Microsoft 365.\n\nSolid experience supporting Windows 10/11, Windows Server, Active Directory and Group Policy.\n\nGood networking knowledge, including TCP/IP, DNS, DHCP, VLANs, VPNs and firewalls.\n\nExperience supporting Microsoft Azure environments.\n\nHands-on virtualisation experience using VMware or Hyper-V.\n\nExperience installing, configuring, and managing security, backup, and BCDR solutions.\n\nExperience working with service desk ticketing systems and RMM tools.\n\nStrong communication skills, with the ability to explain technical issues clearly to non-technical 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