Desktop Engineer

Our client is looking for an experienced Level 2 Service Desk Consultant to join a growing technical support team, providing advanced troubleshooting and infrastructure support for a diverse customer base.

In this role, you’ll take ownership of diagnosing and resolving technical incidents escalated from the 1st Line team, working across both on-premise infrastructure and cloud environments. You’ll play a key role in ensuring high levels of customer satisfaction, maintaining service standards, and supporting continuous improvement across the service desk.

Key Responsibilities

• Respond to and resolve customer tickets in line with agreed SLAs
• Diagnose and troubleshoot complex incidents across servers, networking, and cloud environments
• Provide regular communication and updates to customers regarding their incidents or change requests
• Use remote access tools, technical documentation, and troubleshooting guides to resolve issues
• Maintain accurate documentation within the ticketing system and technical knowledge base
• Liaise with partners and third-party vendors when required to resolve incidents
• Act as an escalation point for Service Desk Agents, apprentices, and junior 2nd line engineers
• Mentor and coach junior team members to support their development
• Assist in creating best practice documentation, user guides, and onboarding materials
• Support the induction and training of new 2nd line team members
• Contribute to knowledge sharing and continuous service improvement

Skills & Experience

• Strong experience supporting on-premise and cloud infrastructure
• Extensive knowledge of server and network environments
• Experience with virtualisation technologies
• Hands‑on experience with Microsoft Exchange and Microsoft 365
• Familiarity with firewalls, security technologies, and enterprise anti‑virus solutions (e.g., Sophos)
• Experience supporting hybrid or cloud‑based environments
• Full UK driving licence
• AZ-500 – Azure Security Engineer Associate
• SC-300 – Identity and Access Administrator Associate
• Experience with cloud‑based and on‑premise backup technologies
• Knowledge of hosted telephony
• Understanding of routing and switching
• Ability to mentor and coach colleagues with different learning styles
• Strong communication and relationship‑building skills
• Professional and confident telephone manner

Please apply now for immediate consideration!

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