Senior 2nd Line Engineer - MSP

Senior 2nd Line Engineer - MSP

ITCS Global, Leighton Buzzard, Bedfordshire

£36,000 - £40,000 depending on experience.

Full time, permanent - 8:00am - 5:00pm.

ITCS 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.

The role

You 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.

Alongside 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.

Experience

• At least 6 years in IT support, with 3 or more at 2nd line level, ideally within an MSP.
• Day 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.
• A full UK driving licence and your own reliable car, insured for business use - you will be travelling to client sites, including London.

Skills we expect

Microsoft 365 and Entra ID

• User lifecycle - new starters and leavers, licensing, shared mailboxes, mailbox conversion and forwarding
• Exchange Online - permissions, mail flow rules, message trace, quarantine, retention and archiving
• SharePoint, OneDrive and Teams - permissions, sync issues, site structure and external sharing
• Entra ID - groups, admin roles, guest access, MFA and SSPR, reading sign-in logs and diagnosing Conditional Access blocks
• SPF, DKIM and DMARC - checking and correcting records

Endpoints and device management

• Windows 10/11 troubleshooting beyond the basics - event logs, SFC/DISM, drivers, boot and profile faults
• Intune - enrolment, Autopilot, compliance and configuration profiles, app deployment, BitLocker recovery
• iOS and Android enrolment, app protection policies and device wipes; macOS support is a bonus
• Printers, scanners and MFDs, including scan to email

Windows Server and Active Directory

• Users, groups and OUs, Group Policy creation and troubleshooting
• DNS and DHCP management
• File shares and NTFS permissions
• Server health checks and Hyper-V / VMware virtual machine management

Networking

• Diagnosing faults across device, switch, firewall and ISP
• Firewall rules, port forwarding and client VPN users
• VLANs, PoE and port configuration on managed switches
• Wi-Fi access points and controllers
• Managing ISP faults through to resolution

Security

• Phishing triage, tenant-wide search and purge
• Compromised account response - inbox rules, OAuth apps, sign-in review, containment and documentation
• Investigating and remediating Defender / EDR alerts
• Implementing Cyber Essentials controls and gathering evidence

Backup, RMM and patching

• Fixing backup failures and managing retention
• File, mailbox, folder and VM restores, including test restores
• RMM monitoring, alert thresholds, scripted fixes and agent deployment
• Patch policy management per client

Useful but not essential

• PowerShell for Exchange Online, Graph and routine admin tasks
• Teams Phone - number assignment, call queues and auto attendants
• Azure basics - VMs and storage
• Certifications such as MD-102, MS-102, AZ-900 / AZ-104 or CompTIA Network+

The person

We 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.

You 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.

What you get

• £36,000 - £40,000 depending on experience, with a defined route to a 3rd line / lead engineer role and pay review against it
• 38 days holiday plus bank holidays, pension
• Training and certification paid for where it fits the role

To apply, send your CV with a short note on a problem you solved without being told how