Company Profile
Total IT is an award-winning technology services and systems integration business founded in 2006, with offices in Bedford, London, and Dubai. We operate at the intersection of IT, cyber security, networks, and smart building technology, supporting some of the largest and most complex commercial buildings in the United Kingdom, alongside a growing portfolio of international clients. Our clients trust us to manage business-critical environments where accuracy, reliability, and professionalism matter
Role Overview
The 2nd Line L2 Engineer is a senior technical escalation point within the Total IT Service Desk. The role provides advanced troubleshooting and operational support across infrastructure, cloud services, networking and cyber security platforms.
Working closely with the Service Desk Manager and Head of Operations, the L2 engineer ensures complex technical incidents are resolved efficiently and that platform reliability is maintained across client environments.
This role also plays a key part in mentoring junior engineers and improving operational processes.
Key Responsibilities
Advanced Incident Resolution
- Act as a senior escalation point for the 1st Line and L1 2nd Line teams.
- Investigate and resolve complex infrastructure issues affecting servers, networks and cloud environments.
- Lead technical troubleshooting during major incidents.
- Ensure incidents are documented thoroughly and root causes are identified.
Infrastructure Management
- Administer Windows Server environments across client infrastructures.
- Manage Active Directory, Group Policy, DNS and DHCP services.
- Support Hyper-V and VMware environments.
- Monitor server performance, backups and platform health.
Microsoft 365 & Cloud Platforms
- Support Microsoft 365 administration including Exchange, SharePoint and Teams.
- Administer Azure AD / Entra ID environments.
- Manage conditional access, MFA and identity security policies.
- Support Intune device management and endpoint configuration.
Networking
- Troubleshoot advanced network issues including VLAN segmentation, firewall rules and routing.
- Support firewall platforms including Meraki, WatchGuard, Fortinet or equivalent.
- Investigate connectivity, Wi-Fi and site-to-site VPN issues.
Security Operations
- Investigate endpoint and network security alerts and escalate to IT Security team.
- Support deployment of cyber security platforms such as EDR, DNS filtering and email security systems.
- Assist with security incident response procedures.
Mentoring and Technical Leadership
- Provide guidance and mentoring to L1 engineers.
- Assist in technical training and knowledge sharing within the team.
- Contribute to improving internal documentation and technical playbooks.
Project Support
- Assist with infrastructure deployments and upgrades.
- Support onboarding of new client environments.
- Work alongside project engineers during major platform implementations.
Experience:
You will be a 2nd line service desk engineer L2 located in London. The service desks are managed by our Service Desk Manager.
Your role will be to provide 2nd line technical support to some of our key clients. To maintain a high degree of client service ensuring responses are accurate. As an initial point of escalation for our 1st line team, you will be required to take escalations, fully understand the problem and resolve within agreed SLAs.
Overall, responsibly for the progression and effective resolution of all support cases received in accordance with our SLA’s and KPI’s and managing client accounts from a technical perspective.
Technical Skills Required
Infrastructure
- Strong Windows Server administration
- Active Directory and Group Policy
- Virtualisation (Hyper-V / VMware)
- Backup and disaster recovery platforms
Cloud Platforms
- Microsoft 365 administration
- Azure AD / Entra ID
- Intune device management
- SharePoint and Teams administration
Networking
- TCP/IP networking
- VLANs and switching
- Firewall configuration and troubleshooting
- VPN connectivity
Security
- Endpoint detection and response tools
- Email security platforms
- Identity and access management
The Candidate
Experience
- 4–6 years IT infrastructure experience
- 2 years strong MSP or multi-client support experience
- Proven ability to troubleshoot complex infrastructure issues
- Cloud Storage: 2 years (required)
- Microsoft Windows Server/HyperV/VmWare: 2 years (required)
- Microsoft 365 Support & Maintenance: 2 years (required)
Certifications (Desirable)
- Microsoft Certified: Azure Administrator
- Microsoft 365 Administrator
- CompTIA Security+
- Networking certifications (Cisco / equivalent)
Expectations in the Role
- Over the next 12 months the successful candidate will be expected to:
- Take ownership of complex escalated incidents
- Improve internal knowledge base documentation
- Mentor junior engineers
- Maintain high client satisfaction scores
- Assist with infrastructure improvements across client environments
Company benefits:
28 Days annual leave plus 1 day, 2 weeks either side of your Birthday
Great working environment within a friendly team
Private healthcare including 24-hour GP access
Mental health & wellbeing programmes
Audio, optical & dental cover
Up to 10 days of relevant training per year
A tailored professional and personal development plan
High performance computers for all employees
Friendly, supportive, and professional working environment
Interview Process:
Stage 1: Telephone screening (10–15 minutes)
Stage 2: Teams interview with Service Desk Manager
Stage 3: Face-to-face interview with Service Desk Manager & Head of Operations
Stage 4: Offer discussion with HR Manager
Final Stage: Offer letter and agreed start date — welcome to Total IT
Why work at Total IT
A team survey described Total IT as having “great people” and “an atmosphere that makes you want to come into work each day.”
Joining us in this role, you can expect to be trusted, supported, and given the opportunity to grow as the business expands.
Job Type: Full-time, Permanent, Monday to Friday
Ability to commute/relocate:
- London EC3V: reliably commute or plan to relocate before starting work (required) to our London office
Work authorisation:
- United Kingdom (required)
Pay: £32,000.00-£36,000.00 per year
Benefits:
- Company events
- Private dental insurance
- Private medical insurance
- Referral programme
Application question(s):
- Do you have the legal right to work in the United Kingdom without sponsorship?
- This is a full-time, permanent role based in our London office, working Monday to Friday. Are you able to commit to this working pattern and location?
- Are you comfortable with the salary range?
- Do you have at least 2 years of experience supporting Microsoft 365, Windows Server (including Hyper-V/VMware), and cloud environments in a 2nd Line IT Support or MSP environment?
- How many years of experience do you have providing 2nd Line IT Support within an MSP or multi-client environment?
Work Location: In person
