2nd Line IT Support Engineer

Location: Central London (Farringdon) 

Salary: £34,000 – £38,000 per annum, DOE 

Job type: Permanent, Hybrid Working (3 days in office & 2 days WFH), 35-hour week 

At Instant On IT we’re not just about IT support – we’re about real client success. We know that people and progress are key, so we’re looking for someone who loves learning, and helping others succeed to join our innovative team, where every day brings fresh challenges and the chance to develop your skills and career. If you’re a smart, driven, problem-solver, with a passion for technology, a hunger for continuous learning, and a desire to add value to our clients, you could be exactly who we’re looking for. You’ll be joining a lively, supportive team where your ideas matter and your growth never stops. 

WHAT YOU BRING TO THE TEAM: 

• Relevant IT support experience, in an MSP setting. 

• An understanding of ITIL Frameworks. 

• Microsoft certifications (AZ-900, MS-900, SC-900, MS-102), with a desire for continued learning. 

• A strong work ethic – eagerness to grow, actively seeking learning opportunities, certifications, and to learn new cloud technologies. 

• Resilience under pressure with a sharp focus on priorities and deadlines. 

• Passion for delivering excellent customer service, with strong interpersonal and communication skills. 

• Strong written and verbal communication skills, with the ability to explain IT concepts to clients without the tech jargon.  

• Motivation to dig deep into issues until they are solved. 

• Great customer service skills, and the ability to perform in a fast-paced environment, balancing time sensitivity with precision and quality.  

• Collaborative attitude, a team player who works closely with others and a willingness to contribute to team culture.  

YOUR CORE RESPONSIBILITIES:  

• Provide advanced technical support for incidents and service requests escalated from the Service Desk (1st Line), ensuring timely and effective resolution. 

• Troubleshoot and resolve technical issues across client environments including Microsoft Azure, Microsoft Azure Virtual Desktop, Microsoft 365, endpoint devices, identity services, and networking. 

• Take ownership of incidents through to resolution, managing priorities in line with Service Level Agreements (SLAs) and providing clear updates to customers and stakeholders. 

• Escalate complex issues to senior engineers or specialist teams where required, providing clear diagnostics and investigation details. 

• Maintain accurate documentation within the IT Service Management (ITSM) platform and contribute to knowledge sharing and continuous improvement of support processes. 

• Support Service Desk operations by triaging inbound tickets and assisting with inbound calls during peak periods to maintain service levels. 

ESSENTIAL SKILLS / EXPERIENCE:  

• Relevant MSP experience, in a 1st line or 2nd line role.  

• Great interpersonal skills and an excellent telephone manner.  

• An ability to work under pressure and respond to tight deadlines whilst prioritising workload. 

• Strong knowledge of Office 365; experience supporting Outlook, OneDrive, SharePoint & Teams. 

• Proficient in supporting and troubleshooting Windows 11 and Mac OS. 

• Experienced in Windows Server, including Active Directory Users & Computers, DNS, Event Viewer. 

• Demonstrated experience working with networking. 

• Experience managing user accounts across Active Directory and Azure AD, including password resets, account updates, and MFA setup.   

• Exposure to Conditional Access policies to maintain robust cybersecurity standards. 

• Demonstrated experience supporting users with AVD and RDS. 

REQUIRED QUALIFICATIONS   

• AZ-900  

• MS-900 

• SCX-900 

• MS-102  

WHY JOIN US? 

• Learning and development opportunities (Microsoft certifications, developmental pathways, internal and external training).

• Career progression opportunities.

• 21 days (increasing after 3 years of service) holiday, public holidays.

• Birthday day off.

• Private healthcare after probation.

• 40% off gym membership.

• Great pension scheme from day one.

• Cycle to work scheme.

• Eyecare vouchers. 

• Central location, next to a famous food market.

• A friendly, inclusive, sustainable work environment.

• Regular social events (tech-infused minigolf and darts, pool, and more!).

• Electric car scheme after 2 years of service.

• Recruitment referral scheme.

  📢 To be considered for this role, please ensure you complete your application on our careers portal. Incomplete applications will not be reviewed. 

  We aim to respond to all applications. However, if you have not heard from us within 4 weeks, please assume your application has not been successful on this occasion. We appreciate your interest, and encourage you to apply for future opportunities with us.