2nd Line Engineer

Overview We’re looking for a skilled 2nd Line Service Desk Consultant to join a busy and collaborative IT support function, providing advanced technical support across infrastructure and cloud environments. In this role, you’ll take ownership of escalated incidents, working across servers, networking, and Microsoft cloud technologies to deliver timely, high-quality resolutions while maintaining excellent customer service standards.

Key Responsibilities Technical Support & Incident Management Take ownership of escalated tickets, ensuring resolution within agreed SLAs Diagnose and resolve complex technical issues across infrastructure, desktops, and cloud services Use remote tools and direct communication to support end users effectively Maintain accurate and detailed ticket updates and technical documentation Escalation & Collaboration Act as an escalation point for 1st Line Engineers and junior team members Work closely with 3rd Line and specialist teams to resolve high-priority issues Liaise with external suppliers and partners where required Knowledge Sharing & Mentoring Support the development of junior team members through guidance and mentoring Contribute to internal knowledge bases and documentation Assist with onboarding and induction of new team members Service Improvement Identify recurring issues and suggest improvements to processes and systems Maintain a strong focus on service quality and customer satisfaction Skills & Experience Proven experience in a 2nd Line / Service Desk / IT Support role Strong knowledge of Windows Server, networking, and infrastructure environments

Experience with Microsoft 365, Exchange Online, and cloud platforms (Azure) Understanding of firewall, security, and antivirus technologies Experience supporting desktop environments and end users Desirable Azure certifications (AZ-104, AZ-500, etc.)

Experience with virtualisation technologies Knowledge of backup solutions, telephony, or network routing/switching