About Us
Node IT is a trusted technology partner for ambitious SMEs across Bedfordshire and beyond.Since 2008, weve built our reputation on clear communication, proactive support, and doing things properly - not just quickly.
Node IT is growing - and were looking for a capable, proactive Level 2 Engineer to join our team in Biggleswade. We rely on Level 2 engineers to act as the operational spine - bringing stability, structure, and dependable execution across both day-to-day support and project delivery.
If you take ownership, value clarity, and want to be part of a team that is building something well - youll fit right in.
About the Role
Were looking for a capable, proactive Level 2 Engineer to become a key part of our Service Desk.
This is not just a ticket fixing role.Youll take ownership of day-to-day support, act as a reliable escalation point, and contribute to project delivery, technical changes, and site visits.This role suits someone who:
Communicates clearly
Takes pride in doing things properly
Works with structure and discipline
Enjoys improving how things work
Why This Role Matters
The Service Desk is the operational core of Node IT.This role is part of the engine that keeps it predictable, scalable, and professional.Your work directly:
Improves customer experience
Reduces repeat issues and escalations
Supports successful project delivery
Helps the whole team operate more effectively
Youll be supporting customers, acting as an escalation point to junior engineers, contributing to project delivery, and ensuring the Service Desk continues to operate in a predictable, high-quality way as we scale.
What youll do
Technical Support & Resolution
Resolve second-line issues across Microsoft 365, Azure, endpoints, servers, and networks
Diagnose root causes and implement long-term fixes
Escalate effectively with clear evidence where required
Service Discipline & Ownership
Take full ownership of tickets end-to-end, maintaining clear, accurate, and regular updates
Work in a structured way (clear priorities, visible progress, disciplined workflow)
Act as a escalation point for junior engineers
The Service Desk operates as a team system, so how you manage your work directly impacts team performance.
Project, Change & Site Contribution
Assist in the delivery of technical project portfolio and technical changes
Undertake site visits and quarterly maintenance days at client sites.
Team Contribution & Improvement
Support Level 1 engineers and share knowledge
Continuously improve processes, documentation, and ways of working.Diagnose root causes and implement long-term fixes where appropriate
Surface risks, blockers, and issues early
What You Bring
Were looking for someone who takes ownership, works with intent, and contributes to a high-standard team environment.You are:
Clear and confident when communicating with customers
Organised and disciplined in how you manage work
Comfortable taking ownership of issues end-to-end
Calm under pressure and able to prioritise effectively
Someone who improves things - not just maintains them
Essential Skills
2+ years experience in Level 2 or equivalent IT support / Service Desk role.
Strong troubleshooting across Microsoft environments (M365, AD, endpoints)
Experience working with users and communicating technical issues clearly
Ability to prioritise and manage workload effectively
Strong written and verbal communication skills
GCSE English and Maths A*-C/4-9 or level 2 equivalents
Desirable (Not Essential)
Experience with Azure, Intune, on prem infrastructure.
Experience supporting LAN/WAN networks, firewalls (e.g. Fortinet), switches, and VPNs.
Experience supporting and configuring AV Conferencing kit e.g. Teams Rooms.
MSP experience.
Exposure to tools such as ConnectWise, IT Glue.
Relevant certifications (Microsoft, CompTIA, Cisco).
You dont need to meet every requirement - we value attitude, capability, and willingness to learn.
Inclusion & Diversity
We want our team to reflect the real world - and we actively welcome applicants from all backgrounds.
You might be a great fit even if:
Your career path hasnt been typical
Youve gained skills through experience rather than formal qualifications
Youre returning to work or changing direction
We value different perspectives and believe they make us stronger as a team.
Why Join Node IT?
Friendly, down-to-earth team culture
Clear expectations - youll know what good looks like
Career progression in a growing business
Certification support and development investment
24 days holiday + birthday off + bank holidays
Variety across clients, technologies, and projects
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