2nd Line Service Desk Engineer (Field-Based) Location: St Ives, Cambridgeshire (with UK-wide travel) Salary: £35,000 - £40,000 benefits Reporting to: Service Desk Manager By combining technology, process, and people, we deliver solutions that are personal, professional, and practical. Our clients rely on us to be consistent, customer-focused, and always a safe pair of hands. 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 across the UK Installing, configuring, and deploying IT equipment to high standards Supporting and troubleshooting across: Microsoft 365 (Teams, SharePoint, OneDrive, Intune, Entra, MFA, SSO) 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 - able 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 Essential: 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.