2nd Line Engineer – Managed Service Provider (MSP)
Location: Kent (office-based with some client site travel)
Hours: Full-time, Monday to Friday

Iconology Ltd is a Kent-based Managed Service Provider (MSP) delivering reliable, people-focused IT support to a wide range of businesses. We are recruiting a 2nd Line Engineer as part of planned team changes, to help us maintain high service standards for our clients.

About the role:
As a 2nd Line Engineer, you will act as a key escalation point for the Service Desk, resolving more complex technical issues across desktop, server, cloud, and networking environments. You will take ownership of issues through to resolution, support junior engineers, and contribute to improving documentation and reducing repeat incidents.

Key responsibilities include:
- Acting as an escalation point for 1st Line Engineers
- Troubleshooting and resolving complex desktop, server, cloud, and networking issues
- Owning assigned tickets through to resolution, including clear communication and handover
- Supporting and mentoring 1st Line, Junior, and Apprentice engineers
- Maintaining clear, accurate ticket notes and documentation
- Identifying recurring issues and contributing to service improvements
- Liaising with third-party suppliers where required
- Working in line with company processes, security standards, and best practice

About you:
- Experience working in an MSP or multi-client IT support environment
- Strong troubleshooting and problem-solving skills
- Good working knowledge of Windows, macOS, Microsoft 365, and basic networking
- Clear communication skills and a professional approach with clients and colleagues
- A team-oriented mindset with a willingness to share knowledge
- Full UK driving licence and ability to travel to client sites when required

What we offer:
- A stable, well-run MSP environment
- Supportive, collaborative team culture
- Company-funded training and certification support
- Clear progression opportunities
- Full-time role based in Kent

For more information about working at Iconology, please visit:
https://iconology.co.uk/vacancies/

How to apply:
Your application should include:
- Your CV
- A short covering letter outlining:
* The role you’re applying for
* Your relevant experience
* Why you’re interested in working at Iconology
- You’re welcome to include any additional supporting information you feel is relevant (for example, certifications or examples of recent work)

Please submit your application as instructed on this advert or to vacancies@iconology.co.uk