2nd Line Service Desk Engineer (Field-Based)
Location: St Ives, Cambridgeshire
Reporting to: Service Desk Manager
We’re now looking for a 2nd Line Service Desk Engineer who thrives on variety. Someone equally comfortable resolving complex issues remotely and representing the company on-site across the UK.
The Role
This is not your typical desk‑based 2nd Line role. You’ll act as a key escalation point for the Service Desk while also spending a significant amount of time in the field, delivering hands‑on support, installations, and client‑facing services.
You’ll take ownership of issues from start to finish, combining strong technical ability with a calm, professional approach that builds trust with every interaction.
What You’ll Be Doing
- Acting as an escalation point for 1st Line, resolving complex technical issues with precision and care
- Delivering remote and on‑site support to clients locally and across the UK
- Installing, configuring, and deploying IT equipment to high standards
- Supporting and troubleshooting across:
- Azure and cloud platforms (AWS / Google Cloud beneficial)
- Windows Server & Active Directory
- Networking (VLANs, VPNs, firewalls, DNS, DHCP, Wi‑Fi)
- Working with virtualisation technologies (Hyper‑V, VMware, Citrix)
- Monitoring alerts, patching systems, and proactively resolving issues
- Supporting project work, site rollouts, and system implementations
- Collaborating with third‑party suppliers and vendors
- Creating and maintaining clear documentation and knowledge base articles
- Mentoring 1st Line engineers and sharing best practices
- Providing end‑user support and guidance in a clear, friendly manner
What You’ll Bring
- Experience in a 2nd Line, Field Engineer, or hybrid Service Desk role (MSP experience desirable)
- Strong knowledge of Microsoft 365 and Windows environments
- Experience with cloud platforms (Azure, AWS, or Google Cloud)
- Understanding of networking fundamentals (TCP/IP, VLANs, DNS, DHCP, WAN/LAN/WLAN)
- Experience supporting hardware, printers, and mobile devices (iOS & Android)
- Excellent communication skills, with the ability to translate technical detail into plain English
- A calm, dependable approach with strong problem‑solving skills
- Ability to manage multiple priorities and work autonomously
- A proactive mindset with a passion for continuous improvement
Desirable (not essential)
- Microsoft certifications such as MS-900, SC-900, or MD-102
- Full UK driving licence
- Willingness to travel nationwide, including occasional overnight stays
We Offer
- A varied role combining Service Desk and field work
- Real autonomy and ownership in how you deliver support
- A supportive, close‑knit team environment
- Ongoing training and certification opportunities
- A culture built on trust, consistency, and high standards
If you’re looking for a role where you can make a real impact, both technically and personally, we’d love to hear from you.
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