2nd Line MSP Support Engineer

About the Role

Coast Technology is a Managed Service Provider to SMEs across the UK and Europe, with an excellent track record of providing high levels of customer service, technical support, and solutions to our customers for over 9 years. We operate in the IT and Telecoms sectors, focusing on new technologies that can help our customers exceed.

As a 2nd Line Engineer the successful candidate will provide technical support to our customers via remote and onsite work. Ensuring that at all time the incidents are dealt with inline with customer SLAs and our operating procedures. An integral part of the role is having the ability to offer outstanding customer service, through excellent written, oral, and organisational skills, whilst delivering technical resolutions to all issues. It is critical that you manage your own time and workload to process multiple incidents at the same time and ensure effective resolution.


  • Provide outstanding and professional IT Support to clients at all levels within an organisation
  • Own time and workload management
  • Offering recommendations of system upgrades, both software and hardware
  • Take responsibility of incidents that fall within 2nd Line support
  • Document incident logs including reports of major incidents via our ticketing system
  • Escalate incidents where necessary to 3rd Line support
  • Assist with in hours as well as out of hours project work where required
  • Carry out regular scheduled service visits on site for customers
  • Provide high quality desktop, server, and cloud platform support
  • Continue learning and developing skills through training opportunities provided


Skills Required

  • At least 2 years of 2nd Line support experience within an MSP
  • Proven track record of incident management
  • Well rounded skillset for onsite, and remote incident resolution
  • Excellent knowledge of Windows Desktop, Server, and Office applications
  • Strong written and verbal communication skills
  • Knowledge of Active Directory and Group Policies in a Windows Server environment
  • Excellent understanding of LAN technologies, services, and protocols
  • Extensive knowledge and understanding of Microsoft 365 and its related key components
  • Good understanding of VoIP and related technologies
  • Driving Licence


Advantageous Skill/Qualifications

  • Knowledge and Experience of onsite Exchange Servers, and Hyper-V
  • Previous understanding and use of Linux environments
  • Microsoft Certifications
  • CompTIA Certifications

Job Type: Permanent, Full-time

Typical Hours: Monday to Friday, 37.5 Hours

Salary Scale: £20,000 to £28,000 depending on experience


CV and covering letter can be emailed to careers@coasttechnology.co.uk along with any enquiries. Strictly no recruiters, this role is being dealt with internally.