Location: St Ives, Cambridgeshire (with UK-wide travel)
Reporting to: Service Desk Manager
Our client is a well-established IT services provider that combines technology, process, and people to deliver solutions that are personal, professional, and practical. They pride themselves on being consistent, customer-focused, and a safe pair of hands for their clients.
They are now looking to appoint a 2nd Line Service Desk Engineer who thrives on variety, someone equally comfortable resolving complex issues remotely and representing the business on-site across the UK.
The Role
This is not a typical desk-based 2nd Line position.
The successful candidate will 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 will take ownership of issues from start to finish, combining strong technical ability with a calm, professional approach.
Key Responsibilities
* Acting as an escalation point for 1st Line, resolving complex technical issues
* Delivering both remote and on‑site support to clients across the UK
* Installing, configuring, and deploying IT equipment
* 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
* Liaising with third‑party suppliers and vendors
* Creating and maintaining documentation and knowledge base articles
* Mentoring junior engineers and supporting team development
* Providing clear and professional end‑user support
Requirements
* Full UK driving licence
* Proven 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 such as Azure, AWS, or Google Cloud
* Solid understanding of networking fundamentals (TCP/IP, VLANs, DNS, DHCP, WAN/LAN/WLAN)
* Experience supporting hardware, printers, and mobile devices (iOS & Android)
* Strong communication skills with the ability to explain technical concepts clearly
* A calm, organised, and proactive approach
* Ability to manage workloads independently
* Microsoft certifications such as MS‑900, SC‑900, or MD‑102
* Willingness to travel nationwide, including occasional overnight stays
What’s on Offer
* A varied role combining Service Desk and field‑based work
* Autonomy and ownership in delivering support
* A supportive and collaborative team environment
* Ongoing training and certification opportunities
* A business culture built on trust, consistency, and high standards
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