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 role