2nd Line Service Desk Engineer

2nd Line Service Desk Engineer

Suffolk – Near Ipswich

Cooper Lomaz are partnering with a growing technology services provider that is looking to strengthen its technical support team with the appointment of a 2nd Line Service Desk Engineer.

This is an excellent opportunity for an experienced 2nd Line Engineer, or an ambitious 1st Line Engineer looking to take the next step, to join a business that offers exposure to a broad range of technologies, varied client environments and genuine career progression opportunities.

Working within a busy support environment, you will be responsible for resolving escalated technical issues, supporting infrastructure projects and acting as a key technical escalation point for both customers and colleagues.

The Role

As a 2nd Line Service Desk Engineer, you will be responsible for:

* Managing and resolving escalated support incidents and service requests within agreed service levels

* Providing technical guidance and support to 1st Line Engineers

* Troubleshooting complex infrastructure, networking and Microsoft-related issues

* Supporting project delivery including upgrades, migrations and system improvements

* Maintaining accurate technical documentation and client records

* Assisting with proactive maintenance and continuous service improvement initiatives

* Working closely with senior technical teams to investigate and resolve root cause issues

Skills & Experience Required

* Previous experience within a 2nd Line Support, Service Desk or IT Support position

* Strong understanding of Microsoft technologies and infrastructure support

* Experience supporting Microsoft 365, Active Directory and Windows environments

* Good knowledge of networking fundamentals including TCP/IP, DNS and DHCP

* Experience supporting Windows Server environments

* Exposure to virtualisation technologies such as Hyper-V or VMware

* Excellent troubleshooting and problem-solving abilities

* Strong customer service and communication skills

* Ability to prioritise workload effectively within a fast-paced environment

* Full UK Driving Licence

Desirable Experience

* Microsoft certifications including Microsoft 365, Azure or Windows Server

* Experience supporting Azure environments

* Previous experience within a managed services or multi-client environment

* Experience working with ticketing systems and service level agreements

This is an excellent opportunity for a motivated IT professional looking to accelerate their technical career within a business that actively supports learning, development and progression