Second Line Service Desk Engineer

Job Title: Second Line Service Desk Engineer

Location: Plymouth (Office-based)

Hours: Monday – Friday 9:00am – 5:30pm (1 hour for lunch)

Salary: £27,000 – £32,500 DOE

The Role:

As a key member of our well-established and busy Service Desk team, you will be one of the first points of contact for resolving technical issues. As a Second Line Engineer, you’ll handle more complex escalations, assist with projects, and support the design and implementation of infrastructure and software solutions for our diverse client base.

We’re looking for someone who is proactive, solution-focused, and confident working in a fast-paced environment. You’ll need excellent communication skills to collaborate effectively with colleagues and clients, and a proven track record of delivering high-quality technical support.

Key Responsibilities:

• Provide second line technical support to a wide range of businesses across multiple industries.
• Monitor and manage the helpdesk, identify issues, troubleshoot, and perform necessary repairs or upgrades.
• Act as an escalation point for First Line Service Desk Engineers, supporting their development and understanding.
• Escalate issues promptly to third line support when required.
• Assist field engineers with your expertise, including occasional on-site support.
• Research, scope, and implement a variety of IT projects.
• Monitor security threats and vulnerabilities, implement security measures, and ensure compliance with data security regulations.
• Deliver exceptional client service and foster positive relationships with colleagues.
• Undertake training as required and support the training of new team members.
• Perform other duties as required within the scope of the role.
• Adhere to all company procedures and guidelines.

Required Experience and Skills:

• Minimum of two years’ experience in a support desk or IT role.
• Strong knowledge of Microsoft 365 (Email concepts, SharePoint, OneDrive, Azure AD).
• Solid understanding of networking (LAN, WAN, VLAN, WiFi, IPsec, VPN).
• Experience with onsite and offsite backup solutions, including cloud storage.
• Knowledge and hands-on experience with Windows Server technologies (Active Directory, DHCP, DNS, Group Policy, Print Management, AD Sync).
• Ability to work well under pressure and manage time effectively in a busy environment.
• Previous experience in a Managed Service Provider (MSP) environment is highly desirable.
• Full driving licence (access to a vehicle is beneficial but not essential).
• Excellent customer service and communication skills.
• Technical qualifications such as CompTIA A+ would be advantageous but are not required.

What We Offer:

• 25 days holiday plus bank holidays (increasing with service)
• Healthcare scheme and life insurance after probation
• Company pension
• One paid volunteering day per year
• Regular team socials and company events
• Supportive leadership with personal development opportunities

If you’re looking for a role where you’ll be valued, have room to grow, and contribute to a business that puts people and integrity first, we’d love to hear from you.

Apply today or reach out to Sarah directly for a confidential discussion.