2nd Line Service Desk / Field Engineer

2nd Line Service Desk / Field Engineer

The information below covers the role requirements, expected candidate experience, and accompanying qualifications.
Location : St Ives, Cambridgeshire
Salary: £35,000-£40,000
Reports To : Service Desk Manager
The Opportunity
Our client is a growing IT services provider looking to add an experienced 2nd Line Service Desk / Field Engineer to their team. This is not you traditional servcie desk role, it combines remote support, on-site client visits, project work, and technical escalations.
The successful candidate will be responsible for delivering high-quality IT support, resolving complex technical issues, and building strong relationships with clients. This role would suit someone who enjoys a mix of service desk and field-based work within a fast-paced MSP environment.
Key Responsibilities
Act as an escalation point for 1st Line Support Engineers.
Provide remote and on-site support to a range of clients.
Troubleshoot and resolve issues across Microsoft 365, Windows Server, Active Directory, Azure, and networking environments.
Install, configure, and deploy IT hardware and software.
Monitor systems, alerts, and patching to proactively identify issues.
Support cloud and virtualisation platforms including Azure, AWS, Hyper-V, and VMware.
Assist with infrastructure projects, deployments, and migrations.
Work closely with third-party vendors to resolve technical issues.
Maintain accurate documentation, ticket updates, and knowledge base articles.
Support and mentor junior engineers where required.
Skills & Experience Required
Previous experience in a 2nd Line Support, Field Engineer, or Service Desk position.
MSP experience would be highly beneficial.
Strong knowledge of Microsoft 365, including Teams, SharePoint, OneDrive, Intune, and Entra ID.
Experience supporting Azure and other cloud technologies.
Knowledge of Windows Server, Active Directory, and virtualisation platforms.
Good networking knowledge including TCP/IP, DNS, DHCP, VLANs, VPNs, and Wi-Fi.
Experience supporting desktops, laptops, printers, and mobile devices.
Excellent communication and customer service skills.
Ability to manage multiple priorities and work independently.
Full UK driving licence and willingness to travel to client sites when required.
What's On Offer?
A varied role with a mix of remote support, on-site work, and project delivery.
Exposure to a wide range of technologies and client environments.
Ongoing training and professional development opportunities.
A supportive and collaborative team environment. xwzovoh
Genuine opportunities for career progression.