2nd Line Service Desk Analyst

Role: 2nd Line Support Engineer

Location: Doncaster 3 days p/week onsite - you must be commutable to Doncaster for at least 3 days p/week for this role

Contract Type: Permanent

Overview:

We're hiring a 2nd Line Support Engineer for a busy environment. You'll be the escalation point for 1st Line Engineers, handling technical issues across a wide range of IT systems and services. This is a hands-on support role with a mix of remote troubleshooting, customer comms, and documentation. Ideal for someone who’s sharp on detail, calm under pressure, and comfortable with multiple technologies.

Key Responsibilities:

• Handle escalated tickets from 1st line and work them through to resolution
• Prioritise and manage multiple issues to meet SLAs
• Provide desktop, server, network, and cloud support
• Keep customers updated throughout the ticket lifecycle
• Maintain accurate records in the service management system
• Liaise with 3rd parties where needed and ensure SLAs are met
• Share fixes and updates with the wider team

Required Experience:

• 3+ years in a Service Desk or Helpdesk role
• Strong knowledge of Windows OS (7–11), Windows Server, and Exchange
• Solid troubleshooting skills across networks (LAN/VLAN/WAN/Wi-Fi/VPN)
• Experience with VMware/Hyper-V and remote desktop tools (e.g., Citrix)
• Confident working with firewalls, antivirus, and cyber security tools
• Exposure to backup/monitoring tools (e.g., Datto, PRTG)
• VOIP and telephony support
• MSP background and/or education sector experience would be a massive bonus

Skills:

• Customer-focused with a clear and professional phone manner
• Strong communicator, both written and verbal
• Able to work under pressure and switch tasks as needed
• Proactive and takes ownership of tickets from start to finish

If this sounds like you please apply now for a confidential chat, thanks!