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 roleTPBN1_UKTJ