2nd Line Engineer

2nd Line Service Desk Engineer

Job Type: Full-time, Permanent

Salary: From £30,000 per annum

Location: Huntingdon, Cambridgeshire

Our client is a customer-focused IT services provider dedicated to helping organisations succeed through reliable, secure, and well-managed technology. By combining people, process, and technology, they deliver a consistently high standard of IT support built on trust, professionalism, and long-term relationships.

They are now seeking a 2nd Line Service Desk Engineer to act as a key technical escalation point while also delivering a friendly, professional, and dependable service to end users. You will take ownership of complex technical issues from investigation through to resolution, providing both remote and on-site support while ensuring an exceptional client experience at every step.

Why Join Our Client?

You'll be joining a supportive, close-knit team that values trust, collaboration, high standards, and continuous development. This is an environment where technical excellence is balanced with empathy and professionalism.

You can expect:

A varied role combining both remote and on-site support

Real autonomy and ownership over your workload and client outcomes

Continuous development and certification opportunities

A collaborative, people-first culture with strong professional values

What You'll Be Doing

You will play a vital role in delivering consistent, high-quality IT support across both the Service Desk and client sites.

Act as an escalation point for the 1st Line team, resolving complex incidents with calmness and precision

Provide remote and on-site support for end users and infrastructure

Deliver, install, and configure IT equipment at client sites to a high standard

Monitor alerts and patching, proactively preventing client-impacting issues

Troubleshoot advanced issues across Microsoft 365, Windows Server, Active Directory, and networking technologies

Work with cloud platforms including Azure, AWS, and Google Cloud

Support virtualisation platforms such as Hyper-V and VMware

Liaise with third-party suppliers to coordinate investigations, upgrades, and resolutions

Assist with site deployments and system implementations

Provide basic end-user training and guidance

Maintain accurate ticket notes, asset records, and documentation

Create and update Knowledge Base articles

Support and mentor 1st Line colleagues

Manage workload effectively across remote work, travel, and site visits

What You'll Bring

Experience in a 2nd Line, Field Engineer, or hybrid Service Desk role (MSP experience highly desirable)

Strong experience with Microsoft 365 services including MFA, SSO, OneDrive, Teams, SharePoint, Intune, and Entra

Experience with cloud technologies such as Azure, AWS, or Google Cloud

Knowledge of virtualisation platforms (Hyper-V, VMware, or Citrix)

Strong networking knowledge: TCP/IP, VLANs, DHCP, DNS, WAN/LAN/WLAN

Hardware, printer, and mobile device support including iOS and Android

Excellent communication skills with the ability to explain technical issues clearly

Calm, dependable, and ownership-driven approach to problem solving

Strong organisational skills with the ability to manage multiple priorities

A proactive mindset with a passion for continuous improvement

Desire to hold or work towards relevant Microsoft certifications (e.g. MS-900, SC-900, MD-102)

Full UK driving licence and willingness to travel (with occasional overnight stays)

Benefits

Competitive salary (open to negotiation)

25 days annual leave, increasing with service

Employee perks and discounts via Perkbox

Employee Assistance Programme with free counselling

24/7 GP access for employees and eligible family members

Tailored training and personal development plans

Employee referral scheme

Free access to Udemy for Business

Cycle to Work scheme

Electric car salary sacrifice scheme (after qualifying service)

Free on-site parking

Experience Required:

Minimum 2 years' experience in a 2nd Line Service Desk role