2nd Line Service Desk Engineer

Position: Remote Technical Support Engineer Location: Central London (remote with occasional site visits)Salary: £30,000-£35,000

About the Organisation

This company provides specialist IT support and technology guidance to clients operating in tightly regulated, security-sensitive sectors. They deliver round-the-clock assistance, strategic consultancy, and technology sourcing, all centred on reliability, strong security practices, and excellent customer service.

They work with a modern, cloud-led approach and hold high-level partnerships with major technology vendors. Their team is known for helping professional organisations modernise their systems and adopt secure, cloud-based solutions.

Role Summary

This position is focused primarily on remote technical support, assisting users and systems through a centralised service desk. You'll handle a variety of desktop, server, and cloud-related queries, with occasional visits to client locations when required.

You'll be someone who enjoys investigating problems, learning continuously, and communicating clearly both with customers and colleagues.

Key Responsibilities

• Providing remote troubleshooting and support across end-user devices, cloud platforms, and server environments
• Managing and resolving tickets according to priority
• Supporting a wide variety of customers operating in complex technical environments
• Handling time-sensitive issues professionally and efficiently
• Keeping accurate records of all support interactions
• Escalating issues appropriately and following internal processes
• Collaborating with the wider team to share best practices and technical knowledge
• Always delivering a high standard of customer service

Skills & Experience Required

• At least 2 years' experience in a 2nd-line or advanced service desk role
• Experience working in a managed services or multi-client support environment
• Strong understanding of Microsoft cloud tools, Microsoft 365, Azure, Windows Server, virtualisation, and general networking (LAN/WAN/VPN/Wi-Fi)
• Familiarity with Active Directory and identity management
• Knowledge of Exchange/Outlook administration
• Experience with backup technologies (e.g., Veeam or similar)
• Strong hardware and software diagnostic abilities
• Excellent communication skills and professional phone/email manner
• Able to work under pressure, prioritise tasks, and manage a varied workload
• Great attention to detail and a proactive, team-oriented attitude

Additional Information

• Occasional client-site visits may be required
• The role involves supporting customers in regulated, security-focused environments
• A range of company benefits is included