Tier 2 Service Desk Engineer

Are you currently working in a Tier 1 service desk role, ready to advance and build your technical career? This Tier 2 Service Desk Engineer opportunity is perfect for an IT professional seeking hands-on experience resolving escalated service desk issues across a dynamic educational environment.

Join a friendly, collaborative technology team supporting schools with remote and onsite IT services. Ideal for candidates keen to shape the future of IT in education and progress into senior and technical consultancy roles.

Why Join?

• Make a real difference supporting IT that enables teaching, learning, and safeguarding.

• Develop your career with opportunities for progression into senior support or technical consultancy.

• Enjoy a collaborative, knowledge-sharing environment.

• Experience flexible hybrid working-office, remote and site visits.

Candidate Requirements

• Proven experience in 1st/2nd line IT support, ideally in multi-site or education settings.

• Strong knowledge of Windows 10/11, Microsoft 365, and Active Directory administration.

• Familiarity with networking fundamentals (DHCP, DNS), printing solutions (eg, PaperCut), and cloud/MDM platforms (Google Workspace, Azure, Intune, Jamf).

• Confident communicator and customer service skills.

• Proactive, organised approach and ability to manage multiple priorities.

• Full UK driving licence and access to a vehicle with business insurance.

Main Responsibilities

• Provide high-quality remote support to school staff, resolving technical issues in line with SLAs.

• Troubleshoot and resolve escalated tickets from Tier 1 engineers, applying technical expertise and judgement.

• Maintain consistent communication with customers, keeping them updated and informed.

• Accurately triage, document, and escalate complex issues as needed.

• Work closely with Tier 3 engineers and field staff on collaborative problem-solving.

• Maintain and update technical documentation and support resources.

• Identify recurring issues and suggest improvements to reduce repeat incidents.

Technologies Used

• Microsoft 365, Entra/Azure, SCCM, Google Workspace, MDM.

• UniFi, RedStor Backup, Sophos AV, PaperCut.

• PCs, laptops, tablets, printers, AV equipment.

Employee Benefits

• 28 days annual leave plus bank holidays, rising to 31 after five years of service.

• Additional leave including compassionate, emergency and disability appointments.

• Pension scheme (10% employer contribution).

• Life assurance.

• Cycle to Work scheme.

• Annual bonus opportunity.

• Academic sponsorship and further training.

• Occupational sick/maternity/adoption pay.

• Employee rewards platform: savings, discounts, cashback.

• Paid leave for voluntary work, especially for school governors.

• Hybrid flexible working with commute expense support.

• Employee Assistance Programme (counselling/service).

• Access to Mental Health First Aiders and modern office facilities.