LUQ Recruitment

2nd Line Engineer Loation: Remote (UK-based) with customer site visits as required Full-time Permanent Monday Friday, 9:00am 5:30pm Join a Growing Microsoft Cloud MSP Our client is a fast-growing Managed Service Provider helping businesses unlock the full potential of Microsoft Cloud technologies. Their services cover IT support, cyber security, and digital transformation, delivering modern solutions that help organisations work smarter and more securely. This is a business with ambitious plans, a collaborative culture, and a strong technical foundation. The team includes hands-on directors, an experienced Senior Engineer leading project delivery, a trusted outsourced service desk, and a network of specialist contractors. They re now looking for a proactive and customer-focused 2nd Line Engineer to help support their next stage of growth. The Opportunity This role is ideal for someone who enjoys variety, autonomy, and customer interaction. You ll work closely with the outsourced service desk, taking ownership of escalated support tickets while also delivering customer change requests, project work, and on-site installations. You ll collaborate directly with senior technical leadership and play an important role in improving systems, processes, and customer experience. Some weeks will involve regular customer site visits for project work or reactive support, while others will be fully remote. Key Responsibilities Resolve 1st and 2nd line escalated tickets end-to-end Deliver customer change requests including: Laptop setups User onboarding/offboarding SharePoint site creation Teams and mailbox configuration Support project delivery and on-site installations Attend customer sites for scheduled and reactive work Work alongside the Senior Engineer on escalations and complex issues Maintain clear technical documentation Identify opportunities to improve systems and processes Optional Growth into Technical Account Management For candidates interested in developing commercially, there s also the opportunity to support account management activities, including: Assisting the Account Manager Producing basic quotes for hardware and licensing Participating in technical customer discussions This is completely optional, but offers a genuine pathway for career progression and salary growth. Technologies You ll Work With Microsoft 365 (Exchange, Teams, SharePoint, Intune) Microsoft Defender for Office 365 & Defender for Business Microsoft Entra ID & Conditional Access Microsoft Azure basics Azure Virtual Desktop & Windows 365 Windows 10/11 & Windows Server Halo PSA Ninja RMM Asana Windows Autopilot About You You ll be someone who: Has strong communication and customer service skills Enjoys solving problems and learning new technologies Is proactive, organised, and driven to improve Is comfortable working both remotely and on customer sites Thrives in a fast-moving MSP environment Has an interest in AI tools and modern ways of working Essential Skills & Experience Minimum 2 years experience in a 2nd Line MSP role Strong Microsoft 365 administration experience Experience with Exchange, SharePoint, Teams, and Intune Working knowledge of Microsoft Entra ID & Conditional Access Good understanding of DNS, DHCP, VPNs, and firewalls Experience supporting Windows desktop and server environments Full UK driving licence and access to a vehicle Right to work in the UK Nice to Have: Experience using AI tools such as Microsoft Copilot or Claude Microsoft certifications (MS-900, AZ-900, SC-900, MS-102 etc.) Exposure to Azure IaaS, AVD, or Windows 365 Experience with Autopilot or Intune app packaging ITIL familiarity What s On Offer Competitive salary Generous holiday allowance Paid certifications and training Pension scheme Genuine progression opportunities into: 3rd Line Engineering Project Delivery Technical Account Management You ll be joining at an exciting stage of growth where your ideas, input, and development will genuinely matter.

Job Title : Junior Customer Service Administrator Job Summary : This role is responsible for coordinating service operations, managing customer inquiries, scheduling service appointments, and ensuring efficient workflow between customers, contractors, and management. The main aim is to complete work on time to an excellent standard, keeping the customer updated throughout the process. Throughout, show and provide a can-do positive attitude. Key Responsibilities : Administrative Support :• Take inbound calls from customers and deal with enquiries.• Log jobs on the service management system and progress accordingly. Customer Service & Coordination :• Respond to customer inquiries via phone, email, WhatsApp, providing timely and professional assistance.• Log and allocate jobs to contractors taking into consideration the priority level, availability, pricing of the subcontractor and KPI s.• Follow up with customers to ensure satisfaction and address any concerns for jobs a problem may have occurred, in consultation with the SM.• Have full responsibility and knowledge of the jobs and satisfaction for your allocated customer accounts ensuring every step of the process is completed in a timely manner. If something isn't satisfactory, this should be escalated to your line manager.• Ad Hoc cover for wider team as required during in holiday and busy periods.• Update customer portals as required providing support/cover as required. Scheduling & Workflow Management :• Coordinate service appointments, keeping the customer always updated and inline with SLA s.• Track and monitor service requests, ensuring timely completion using the company reporting (Daily Priorities). This includes chasing of customer quotations.• Communicate with contractors, suppliers and management to resolve scheduling conflicts or urgent service needs. Problems that cannot be overcome to a customer's satisfaction (SLA) are to be escalated to your line manager.• Organizing and processing of contract works as required (PPM s). This includes tracking of contract renewal dates and signed renewal contracts. Person Specification Essential Skills & Experience Excellent attention to detail with the ability to maintain accuracy in a fast-paced environment Strong organisational and time management skills Ability to prioritise workload effectively and meet deadlines Excellent telephone manner and a confident communicator with good written and spoken English Proficient in standard business software and systems (e.g. Microsoft Office / CRM) Ability to work independently as well as part of a team Confident liaising with customers, contractors, and internal teams Personal Attributes Thrives in a fast-paced, dynamic working environment Proactive and self-motivated with a positive attitude Reliable and dependable with a strong work ethic Adaptable and open to change Professional and courteous in all communications