Senior 2nd Line Support Engineer (Escalations / Microsoft / MSP) 40,000 - 45,000 + Training + Progression Central London / Hybrid Permanent Full Time An award-winning Microsoft-focused MSP is looking for a Senior 2nd Line Support Engineer to join its growing Service Desk team.This is more than a typical 2nd line support role. You''ll act as a senior escalation point for the Service Desk - combining strong technical troubleshooting skills with excellent customer communication, ownership and commercial awareness.You''ll support a highly capable Tier 1 team, help improve service delivery standards and work closely with Service Desk leadership to ensure customers receive a first-class experience.There are also genuine progression opportunities into Team Leadership, Service Delivery or Pre-Sales as the business continues to grow. The RoleYou''ll be responsible for:Acting as the senior escalation point for complex support issuesSupporting and mentoring Tier 1 EngineersTroubleshooting Microsoft 365, Azure and infrastructure issuesInvestigating and responding to security alerts from SOC / SIEM platformsSupporting Cisco Meraki networking environmentsManaging issues through to resolution with clear customer communication throughoutIdentifying recurring technical or service trends and helping improve processesProducing documentation and knowledge sharing materialWorking closely with Service Desk Management and senior technical teamsEscalating to Tier 3 teams where required Technical Env