2nd Line IT Service Desk Engineer

In 2025, Outcomes First Group were officially certified as a ‘Great Place to Work’ for the sixth year running.

Job Title: 2nd Line Support Engineer

Location: Bolton Office | Hybrid (2 days per week)

Hours: 37.5 hours per week | Monday–Friday

Salary: Up to £35,000 per annum (dependent on experience)

Contract: Permanent | Full Time

UK applicants only | No sponsorship

At Outcomes First Group, we’re reimagining work/life balance. As part of our 4-Day Working Week trial (4DWW), you’ll work fewer hours for the same pay*, in a culture recognised six years running as a ‘Great Place to Work’.

We’re the UK’s largest independent provider of high-quality special needs education, empowering every child to thrive through personalised learning and opportunity.

About the Role

We’re looking for an experienced and proactive 2nd Line Support Engineer to join our growing IT Service Desk. You’ll play a key role in supporting our large estate of offices, schools, and care homes - resolving technical issues, improving processes, and working collaboratively across multiple IT teams.

You’ll act as an escalation point for 1st Line Engineers, take ownership of incidents and service requests, and ensure timely and effective resolution while delivering exceptional customer service. Some travel to other OFG sites may be required.

Key Responsibilities:

• Troubleshoot and resolve incidents, problems, and service requests, providing regular updates to users

• Escalate issues to 3rd Line or the IT Service Desk Manager when required

• Act as the first escalation point for 1st Line Engineers

• Own, monitor, and resolve incidents in line with SLAs and KPIs

• Work with the IT Service Desk Manager on process improvements and Service Improvement Plans

• Liaise with Infrastructure and Applications teams to support remediation and improvement activity

• Configure and maintain user permissions on file servers

• Build and share knowledge, contributing to the IT knowledge base

• Recommend process improvements to increase efficiency

• Install and support applications

• Administer and manage user accounts and permissions

• Support printers (hardware and software)

• Configure devices including laptops, mobile phones, and tablets

• Manage mobile device configurations

• Support web filtering and remote site connectivity

• Provide support for server environments, telephony systems, routers, and switches

You Will Have:

• Experience with Windows server environments

• Strong knowledge of user account management (Active Directory / Microsoft 365 / Azure)

• Experience with cloud-based solutions (Microsoft 365)

• Understanding of Jamf and/or Microsoft Intune

• Ability to troubleshoot application issues and perform scripting

• Knowledge of IT security and compliance

• Experience supporting hardware and software across various devices

• 2–4 years’ experience in a 1st/2nd line support role

• Strong knowledge of desktop and server platforms

• Proven experience working within an ITIL framework

• Excellent customer service and communication skills

• Strong diagnostic skills with the ability to prioritise and work under pressure

• Experience creating knowledge base content

• Excellent organisational skills and the ability to work on your own initiative

Desirable:

• Understanding of virtualisation

• Experience with Cisco Meraki, Smoothwall, LAN/WAN

• Knowledge of network management tools

• Experience with VoIP/telephony solutions (e.g., Uboss)

• Working towards or holding a relevant IT qualification or degree

Why Join Us?

Outcomes First Group is the UK’s largest independent provider of high-quality special needs education, operating across England, Scotland, and Wales.

Our divisional brands include Acorn Education, Options Autism, Blenheim Schools, and Momenta Connect.

By joining our central teams, you’ll help shape strategy, provide expert support, and drive continuous improvement across a growing organisation renowned for quality, impact, and innovation. We value collaboration, professionalism, and creativity, offering the opportunity to influence change at scale while staying true to our core values of care, aspiration, and inclusion.

Benefits

• Life Assurance
• Pension scheme with flexible contribution options
• Your Wellbeing Matters – mental and physical health support
• Family Growth Support, including enhanced maternity and paternity leave
• Flexible benefits via Vista, including discounts, Cycle to Work, Electric Car Scheme, critical illness cover, and more

We are committed to safeguarding and promoting the welfare of children and young people.

All applicants will be subject to social media checks and successful applicants to a fully enhanced DBS.

We are an Equal Opportunities Employer.

We reserve the right to close the vacancy early if a high volume of suitable applications is received.

Outcomes First Group is committed to a fair, thorough, and efficient recruitment process in line with Keeping Children Safe in Education. While we aim to keep applicants informed, we do not accept liability for any loss of earnings or costs incurred due to delays or changes in compliance processes.

All stages are subject to safeguarding checks and statutory requirements, which may affect timescales.

4DWW is applicable after successful completion of 6 months’ probation period.