Job Description

Ergos UK is looking for a 2nd Line Service Desk Engineer (MSP, M365, Servers) to join our growing technical team in Lebanon.

Ergos UK is a leading IT Managed Service Provider delivering secure, reliable, and automation-driven IT operations to clients across the UK. With a focus on excellence, continuous improvement, and leveraging best-in-class MSP tooling (ConnectWise, N-able, IT Glue, Liongard, BrightGauge), Ergos UK empowers organizations through world-class support and modern cloud practices. Our vision is to build a team of ambitious, disciplined, and inspiring engineers who contribute to a world-class service operation and grow with the company’s success.

About the Role

We’re seeking a 2nd Line Service Desk Engineer who enjoys solving complex technical problems, mentoring 1st line engineers, and delivering exceptional customer experiences. You’ll work as part of a collaborative team supporting a wide range of systems, including Microsoft 365, Active Directory, Windows Server, networking, virtualization, and backup platforms.

This role is both customer-facing and deeply technical: you’ll handle escalations, lead troubleshooting efforts, drive problem management, contribute to documentation, and ensure SLAs are consistently exceeded. You will also participate in cross-team collaboration with senior engineers when pushing resolutions forward.

Key Responsibilities

Technical Support & Escalations:

• Lead the timely resolution of 2nd line support issues across clients.
• Troubleshoot incidents and recommend appropriate actions for long-term stability.
• Take ownership of escalations from 1st line, and escalate to 3rd line when required.
• Provide hands-on remote support on client sites.
• Identify, flag, and contribute to problem management for recurring issues.

Ticket & Queue Management:

• Maintain accurate documentation and detailed ticket notes.
• Manage ticket queues and ensure all service tickets reflect real-time status.
• Support the Service Desk Manager and Team Leader with queue oversight.
• Ensure adherence to prioritization, SLA targets, and escalation processes.
• Keep timesheets up to date with accurate task logging.

Systems Administration & MSP Operations:

• Administer Microsoft 365, Active Directory, DNS, DHCP, Exchange mailboxes, and group policy.
• Perform Windows Server administration: builds, maintenance, updates, and permission management (NTFS/share).
• Support backup platforms, restoration processes, and business continuity tasks.
• Troubleshoot and configure routers, firewalls, switches, VPNs, and wireless technologies.
• Support VOIP platforms and telephony troubleshooting.
• Assist with implementing and onboarding new Office 365 environments.
• Provide guidance and mentorship to 1st line engineers when needed.

Customer Communication & Professionalism:

• Communicate clearly with customers, peers, and third-party vendors.
• Deliver updates professionally, ensuring non-technical clients understand outcomes.
• Uphold Ergos UK’s standards for customer service and professionalism.
• Maintain KPI and SLA performance in line with company expectations.

Compliance, Documentation & Continuous Improvement:

• Follow all company policies, procedures, and security guidelines.
• Contribute to service improvement initiatives and documentation in IT Glue.
• Promote a proactive approach to problem solving and knowledge sharing within the team.

Requirements:

• 3+ years of experience in an MSP environment.
• Strong knowledge of Microsoft 365 administration.
• Deep experience with Windows OS and Windows Server environments.
• Strong hands-on knowledge of Active Directory, DNS, GPO, Exchange mailbox administration, domain controllers.
• Proficient in NTFS/share permissions and server file system structures.
• Solid understanding of backup technologies and restoration workflows.
• Comfortable working with routers, firewalls, VPNs, switching, and wireless networks.
• Experience managing or implementing Office 365 environments.
• Excellent written documentation and ticketing detail.
• Ability to explain technical concepts to both technical and non-technical audiences.
• Natural curiosity for IT and willingness to stay updated on new technologies.

Essential Skills:

• Highly motivated team player with strong ownership and accountability.
• Strong troubleshooting ability across 1st, 2nd, and basic 3rd line areas.
• Solid networking knowledge (OSI layers, TCP/IP, DHCP).
• Experience with monitoring systems and alert triage.
• Ability to support users remotely, including VIP users.
• Excellent English communication skills with customers, suppliers, and internal teams.
• Flexibility to work within the UK Time zone and outside normal hours when required.
• Ability to work under pressure and meet deadlines.
• Self-driven with a proactive, detail-oriented approach.
• Strong customer focus combined with technical expertise.

At Ergos UK, you’ll join a supportive and ambitious team that values your ideas, invests in your growth, and gives you real opportunities to make an impact. If you’re driven, curious, and ready to grow with a fast-expanding MSP, this is the place for you.

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