Second Line Support Engineer
Job Title: F ield Service Engineer (2nd Line / ITIL Modern Service Desk)
Location: HQ Harrogate & client sites across Yorkshire (Hybrid)
Salary: £30,000 - £37,000
Requirements: Microsoft AZ-700 & ITIL Certification (Mandatory)
Role Overview
Are you a technical problem-solver who thrives on the variety of field-based work? Our client is growing the team again and now need a 2nd Line Field Engineer who values user experience as much as technical resolution.
Unlike traditional reactive roles, you will be a proactive partner, utilizing ITIL 4 principles to not only fix hardware and software but to identify trends build security awareness.
Key Responsibilities
- On-Site Technical Support: Provide high-level 2nd line support across multiple sites, covering O365, Active Directory, Networking (VLANs/Patching), and Hardware (Laptops, Mobile, VoIP).
- Champion the "Service Value Chain": Act as the face of IT on-site, ensuring that every interaction adds value and maintains high employee sentiment (XLAs).
- Root Cause Analysis: Work closely with the Problem Management team to identify recurring site issues and implement permanent fixes rather than "band-aid" solutions.
- Knowledge Sharing: Document site-specific nuances and create "How-To" guides.
- Project Delivery: Assist with infrastructure refreshes, site migrations, and new hardware rollouts.
About You:
- Experience: At least 2-3 years in a 2nd Line or Field Support role within an ITIL-aligned environment / proven experience in providing IT support within an MSP or corporate environment.
- Technical Stack: Strong knowledge of computer networking concepts including LAN, DNS, DHCP, VPNs, firewall configuration, TCP/IP protocols, and TCP connections.
- Hands-on experience with operating systems such as Windows (including Windows Server), macOS, and Linux distributions.
- Familiarity with Active Directory management and tools like Heimdal RMM & Security.
- The "Helpdesk 2.0" Mindset: You understand that ITIL is a framework, not a rigid rulebook. You focus on outcomes and the user journey.
- Communication: Ability to translate "tech-speak" into plain English for non-technical staff.