IT Service Desk Engineer – Tier 2

Infinity Group are a innovative Microsoft Cloud Solution Partner based in the UK. We excel in providing award-winning IT Support, Digital Transformation, and Microsoft Dynamics 365 Consultancy services.

With a robust team of over 180 professionals, we operate from offices in Tunbridge Wells and London Paddington. Our exceptional work has earned us the prestigious title of Microsoft Partner of the Year for Dynamics Business Central.

We are dedicated to fostering a more productive and secure work environment for organizations utilizing Dynamics 365, Microsoft 365, and Azure.

Guided by core values of empathy, creativity, ambition, authenticity, and confidence, we celebrate diversity and strive to create a supportive and innovative work environment.

We are committed to the well-being and growth of our employees, and we prioritize continuous learning and development through fully funded training programs.

Our focus on people, expertise, and commitment to excellence underscores our mission to make a positive impact in the tech industry.

As a Tier 2 IT Service Desk Engineer, you’ll take ownership of the more complex technical issues affecting our customers’ people and productivity.

The role exists to move escalated incidents towards a clear resolution, keep customers informed and prevent difficult problems from becoming recurring ones. You’ll work across Microsoft 365, identity and endpoint technologies, while helping Tier 1 engineers improve their troubleshooting, decision-making and confidence.

This is a customer-facing technical role for someone who understands that resolving the issue is only part of the outcome. How the customer experiences the process matters too

Resolve complex customer issues

• Diagnose and resolve escalated incidents across Microsoft 365, Windows endpoints, Entra , Exchange Online, Teams, Intune and associated workplace technologies. Apply structured troubleshooting instead of relying on temporary workarounds.

Own the customer outcome

• Take responsibility for incidents from triage to resolution. Set clear expectations, maintain momentum and communicate in a way that gives customers confidence that their issue is understood and progressing.

Protect service quality and security

• Prioritise work according to business impact and urgency. Deliver support within agreed service levels while applying secure administration, least-privilege access, device compliance and data-protection principles.

Strengthen Tier 1 performance

• Provide practical guidance and coaching to Tier 1 engineers. Help them improve diagnosis, ticket quality and decision-making so that more issues are resolved effectively at the first point of contact.

Reduce repeat incidents

• Look beyond the immediate ticket to identify patterns, recurring faults and gaps in documentation. Turn those insights into stronger knowledge content, better working practices and fewer avoidable escalations.

Support a joined-up Service Desk

• Work closely with senior engineers and specialist teams when deeper expertise is required. Ensure every escalation includes clear evidence, accurate notes and a defined customer impact, rather than simply passing the issue on.

• A customer cannot access a critical system and the initial troubleshooting has not identified the cause.
• Microsoft 365, Exchange Online, Teams or SharePoint issues are disrupting how a customer’s team works.
• An identity, permissions or multifactor authentication issue is preventing secure access.
• A Windows device, Intune policy or application deployment is failing or producing inconsistent results.
• An…