2nd Line Engineer

2nd Line Service Desk / Field Engineer

Location: St Ives, Cambridgeshire (with UK-wide travel)

Salary: £35,000 to £40,000 + benefits

Reporting to: Service Desk Manager

Our client is a well-established IT services provider that combines technology, process, and people to deliver solutions that are personal, professional, and practical. They pride themselves on being consistent, customer-focused, and a safe pair of hands for their clients.

They are now looking to appoint a 2nd Line Service Desk Engineer who thrives on variety, someone equally comfortable resolving complex issues remotely and representing the business on-site across the UK.

The Role

This is not a typical desk-based 2nd Line position.

The successful candidate will act as a key escalation point for the Service Desk while also spending a significant amount of time in the field, delivering hands-on support, installations, and client-facing services. You will take ownership of issues from start to finish, combining strong technical ability with a calm, professional approach.

Key Responsibilities

• Acting as an escalation point for 1st Line, resolving complex technical issues
• Delivering both remote and on-site support to clients across the UK
• Installing, configuring, and deploying IT equipment
• Supporting and troubleshooting across:
• Microsoft 365 (Teams, SharePoint, OneDrive, Intune, Entra, MFA, SSO)
• Azure and cloud platforms (AWS / Google Cloud beneficial)
• Windows Server & Active Directory
• Networking (VLANs, VPNs, firewalls, DNS, DHCP, Wi-Fi)
• Working with virtualisation technologies (Hyper-V, VMware, Citrix)
• Monitoring alerts, patching systems, and proactively resolving issues
• Supporting project work, site rollouts, and system implementations
• Liaising with third-party suppliers and vendors
• Creating and maintaining documentation and knowledge base articles
• Mentoring junior engineers and supporting team development
• Providing clear and professional end-user support

Requirements

• Full UK driving licence
• Proven experience in a 2nd Line, Field Engineer, or hybrid Service Desk role (MSP experience desirable)
• Strong knowledge of Microsoft 365 and Windows environments
• Experience with cloud platforms such as Azure, AWS, or Google Cloud
• Solid understanding of networking fundamentals (TCP/IP, VLANs, DNS, DHCP, WAN/LAN/WLAN)
• Experience supporting hardware, printers, and mobile devices (iOS & Android)
• Strong communication skills with the ability to explain technical concepts clearly
• A calm, organised, and proactive approach
• Ability to manage workloads independently

Desirable

• Microsoft certifications such as MS-900, SC-900, or MD-102
• Essential
• Willingness to travel nationwide, including occasional overnight stays

What’s on Offer

• A varied role combining Service Desk and field-based work
• Autonomy and ownership in delivering support
• A supportive and collaborative team environment
• Ongoing training and certification opportunities
• A business culture built on trust, consistency, and high standards