2nd Line Service Desk / Field Engineer
Location : Lincoln
Are you a skilled IT professional with a passion for solving technical challenges and delivering exceptional client service? We’re looking for a 2nd Line Field Engineer to join our dynamic team, providing on‑site and remote support while acting as an escalation point for our Service Desk Engineers.
Key Responsibilities
* Deliver technical support to clients both on‑site and remotely.
* Act as an escalation point for Service Desk Engineers, ensuring issues are resolved efficiently.
* Install, maintain, and troubleshoot hardware / software in line with company standards.
* Reconfigure systems and perform upgrades as required.
* Prioritise and respond to technical queries to meet KPIs and customer expectations.
* Log all activity in the CRM system following established procedures.
* Maintain accurate and up‑to‑date client site documentation.
* Participate in out‑of‑hours support on a rota basis.
* Uphold information security standards in line with our ISMS policies.
* Proactively develop your technical skills through self‑study.
* Manage your support queue professionally, resolving calls in line with SLAs.
* Build strong relationships with clients and team members.
* Recommend improvements to client systems and services to enhance performance and service delivery.
Qualifications & Experience
* Proven experience as a Service Desk Engineer.
* Strong knowledge of Microsoft Windows Server / Desktop environments.
* Experience with Microsoft 365, Backup / DRaaS, Azure Active Directory & IaaS.
* Understanding of networking technologies (TCP / IP, Firewall, Routing / Switching).
* Excellent customer service and communication skills.
* Valid UK driving licence.
Benefits
* Hybrid working options for better work‑life balance
* 25 days annual leave + bank holidays
* Ongoing learning and development opportunities
* Cycle to work scheme & technology vouchers
* Enhanced family leave
* Celebration day – an extra day off to mark a special occasion
* Salary sacrifice pension
* 2 paid volunteer days to give back to your community
* Company social events & competitions
* Discount and Cashback Scheme
* Group Income Protection & Life Insurance
* EAP and Virtual GP Service
Why Air IT?
At Air IT, we’re more than just an employer – we’re a family. We celebrate diversity and are committed to equal opportunities for all. Join us in creating an inclusive environment where your work can truly shine.
Ready to make a difference? Apply now and be part of something extraordinary.
Apply Now
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