2nd Line Service Desk Engineer (Education Sector)
Location: Reigate
Salary: Up to £30,000 per annum
Employment Type: Full-time
About the Role
We are seeking a skilled and proactive 2nd Line Service Desk Engineer with strong experience supporting users in educational environments whether in a school, college, university, or education focused MSP. The ideal candidate will also have proven experience working within an MSP (Managed Service Provider) and be confident handling escalations, troubleshooting complex issues, and delivering excellent customer service.
You will be responsible for providing 2nd line technical support to staff and students, managing tickets within SLAs, and assisting with the maintenance, configuration, and improvement of IT infrastructure across multiple educational sites.
Key Responsibilities
Provide 2nd line technical support for hardware, software, and network issues.
Resolve escalated tickets from 1st line engineers within defined SLAs.
Support and maintain key technologies used within education settings.
Manage Active Directory users, groups, permissions, and GPOs.
Install, configure, and troubleshoot end-user devices, peripherals, and classroom technology.
Maintain and support Office 365, SharePoint, Teams, and other cloud services.
Assist with server maintenance, backups, patching, and monitoring.
Work with the wider MSP team to provide seamless support across multiple sites.
Provide on-site support at educational locations in the Reigate area.
Maintain accurate documentation and asset records.
Deliver excellent customer service to users with varied technical abilities.
Essential Requirements
Minimum 2 years' experience in a 2nd Line Service Desk or similar technical support role.
Experience working in education environments (schools, colleges, universities, or education-focused MSPs).
Strong background in Managed Service Provider (MSP) support.
Good working knowledge of:
Windows OS & Windows Server
Active Directory, DNS, DHCP, Group Policy
Office 365 administration
Networking fundamentals (LAN, Wi-Fi, VLANs)
Remote support tools (RMM, ticketing systems)
Strong troubleshooting and problem-solving skills.
Excellent communication and customer service skills.
Desirable Skills
Experience supporting classroom technologies (interactive screens, smartboards, AV).
Knowledge of safeguarding and data protection in educational settings.
Experience with Azure AD, Intune, or other cloud management tools.
Relevant IT certifications (CompTIA, Microsoft, ITIL).
What We're Looking For
A motivated, organised engineer who thrives in fast-paced environments and enjoys supporting users in education.
Someone who is committed to high service standards, eager to learn, and ready to take ownership of technical issues.
Apply through the job advert, and once of our consultants will be in contact.
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