2nd Line Service Desk Engineer (IT)
Ready to level up in your IT support career? This 2nd Line Service Desk role puts you front and centre of our technical support operation, where you'll tackle complex issues, support your 1st Line teammates, and keep our managed services clients running smoothly. You'll be the escalation expert who turns tricky technical problems into solved tickets, working across everything from desktop support to cloud infrastructure.
CORE RESPONSIBILITIES
Act as the primary escalation point for technical issues passed from 1st Line Engineers, managing tickets through to resolution
Handle both phone and email support requests, quickly assessing priority and ensuring resolution within agreed SLAs
Troubleshoot and resolve complex technical issues spanning Windows environments, servers, virtualisation, networking, cloud services and security
Maintain detailed ticket records and documentation whilst liaising with clients to keep them informed throughout the resolution process
Support disaster recovery and business continuity processes for managed services clients
Monitor and manage infrastructure using systems like PRTG and Datto
WHAT YOU'LL NEED
Minimum 3 years' Help Desk experience with proven troubleshooting expertise
Hands-on experience with ticketing systems (ServiceNow, ConnectWise or Autotask)
Strong Windows OS knowledge (Windows 7, 8, 10, 11) including advanced desktop support and Windows Server deployment
Solid networking foundation including LANs, VLANs, WIFi, VPNs, firewalls and managed switching
Microsoft 365 proficiency covering Cloud, Intune, Azure and Active Directory
Virtualisation experience with VMware and/or Hyper-V
Storage solutions knowledge (DataCore, VSAN, SANs)
On-premises and cloud Exchange experience
Network and cyber security fundamentals
Experience with managed antivirus systems (Sophos Enterprise Console)
Excellent customer service skills and a genuine commitment to client satisfaction
NICE TO HAVE
Mobile device management (iOS and Android integration)
Web filtering products (LGFL, Smoothwall, SonicWall, Websense)
Remote/virtual desktop experience (Citrix)
Education sector background
If you've got the technical depth and the drive to solve complex problems whilst keeping clients happy, this is your next move.