About the Role
A growing IT services provider is seeking a skilled and customer-focused 2nd Line IT Helpdesk Engineer to join the team. This is an opportunity to work with a variety of clients across the education and SME sectors, delivering high-quality technical support and contributing to innovative IT projects as well as working with 1st line technicians
Key Responsibilities
* Provide 2nd line technical support via phone, email, and remote tools.
* Troubleshoot and resolve escalated issues efficiently and professionally.
* Support Microsoft 365, Windows Server, Active Directory, and networking technologies.
* Assist with IT projects including system upgrades, migrations, and installations.
* Collaborate with 1st line helpdesk and field engineers to ensure seamless service delivery.
* Maintain accurate documentation and contribute to internal knowledge sharing.
What You’ll Need
1. Experience in a 2nd line support role, ideally within an MSP, school, SME or similar environment.
2. Strong knowledge of Microsoft technologies (Windows 10/11, Server 2016+, M365, and ideally Azure AD).
3. Good understanding of networking (DNS, DHCP, firewalls, VPNs).
4. Excellent communication and customer service skills.
5. A proactive, problem-solving mindset with a passion for technology.
6. Full UK driving licence (very occasional on-site visits may be require...