2nd Line Service Desk / Field Engineer

2nd Line Service Desk / Field Engineer Location: St Ives, Cambridgeshire Salary: £35,000-£40,000 Reports To: Service Desk Manager

The Opportunity

Our client is a growing IT services provider looking to add an experienced 2nd Line Service Desk / Field Engineer to their team. This is not you traditional servcie desk role, it combines remote support, on-site client visits, project work, and technical escalations.

The successful candidate will be responsible for delivering high-quality IT support, resolving complex technical issues, and building strong relationships with clients. This role would suit someone who enjoys a mix of service desk and field-based work within a fast-paced MSP environment.

Key Responsibilities

• Act as an escalation point for 1st Line Support Engineers.
• Provide remote and on-site support to a range of clients.
• Troubleshoot and resolve issues across Microsoft 365, Windows Server, Active Directory, Azure, and networking environments.
• Install, configure, and deploy IT hardware and software.
• Monitor systems, alerts, and patching to proactively identify issues.
• Support cloud and virtualisation platforms including Azure, AWS, Hyper-V, and VMware.
• Assist with infrastructure projects, deployments, and migrations.
• Work closely with third-party vendors to resolve technical issues.
• Maintain accurate documentation, ticket updates, and knowledge base articles.
• Support and mentor junior engineers where required.

Skills & Experience Required

• Previous experience in a 2nd Line Support, Field Engineer, or Service Desk position.
• MSP experience would be highly beneficial.
• Strong knowledge of Microsoft 365, including Teams, SharePoint, OneDrive, Intune, and Entra ID.
• Experience supporting Azure and other cloud technologies.
• Knowledge of Windows Server, Active Directory, and virtualisation platforms.
• Good networking knowledge including TCP/IP, DNS, DHCP, VLANs, VPNs, and Wi-Fi.
• Experience supporting desktops, laptops, printers, and mobile devices.
• Excellent communication and customer service skills.
• Ability to manage multiple priorities and work independently.
• Full UK driving licence and willingness to travel to client sites when required.

What's On Offer?

• A varied role with a mix of remote support, on-site work, and project delivery.
• Exposure to a wide range of technologies and client environments.
• Ongoing training and professional development opportunities.
• A supportive and collaborative team environment.
• Genuine opportunities for career progression.