2nd Line Engineer

Neweasy

Huntingdon, United Kingdom

4 days ago

Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Working hours

Regular working hours

Languages

English

Experience level

Intermediate

Compensation

£ 40K

Job location

Remote

Huntingdon, United Kingdom

Tech stack

Microsoft Windows

Wireless LAN

Microsoft Active Directory

Amazon Web Services (AWS)

iOS

Azure

Cloud Computing

Dynamic Host Configuration Protocol

DNS

Hyper-V

Microsoft Office

Windows Server

Citrix Systems

SharePoint

TCP/IP

Virtual Local Area Networks

Virtualization Technology

Wide Area Networks

Google Cloud Platform

Microsoft InTune

VMware

Job description

They are now seeking a 2nd Line Service Desk Engineer to act as a key technical escalation point while also delivering a friendly, professional, and dependable service to end users. You will take ownership of complex technical issues from investigation through to resolution, providing both remote and on-site support while ensuring an exceptional client experience at every step., You will play a vital role in delivering consistent, high-quality IT support across both the Service Desk and client sites.

Act as an escalation point for the 1st Line team, resolving complex incidents with calmness and precision

Provide remote and on-site support for end users and infrastructure

Deliver, install, and configure IT equipment at client sites to a high standard

Monitor alerts and patching, proactively preventing client-impacting issues

Troubleshoot advanced issues across Microsoft 365, Windows Server, Active Directory, and networking technologies

Work with cloud platforms including Azure, AWS, and Google Cloud

Support virtualisation platforms such as Hyper-V and VMware

Liaise with third-party suppliers to coordinate investigations, upgrades, and resolutions

Assist with site deployments and system implementations

Provide basic end-user training and guidance

Maintain accurate ticket notes, asset records, and documentation

Create and update Knowledge Base articles

Support and mentor 1st Line colleagues

Manage workload effectively across remote work, travel, and site visits

Requirements

Experience in a 2nd Line, Field Engineer, or hybrid Service Desk role (MSP experience highly desirable)

Strong experience with Microsoft 365 services including MFA, SSO, OneDrive, Teams, SharePoint, Intune, and Entra

Experience with cloud technologies such as Azure, AWS, or Google Cloud

Knowledge of virtualisation platforms (Hyper-V, VMware, or Citrix)

Strong networking knowledge: TCP/IP, VLANs, DHCP, DNS, WAN/LAN/WLAN

Hardware, printer, and mobile device support including iOS and Android

Excellent communication skills with the ability to explain technical issues clearly

Calm, dependable, and ownership-driven approach to problem solving

Strong organisational skills with the ability to manage multiple priorities

A proactive mindset with a passion for continuous improvement

Desire to hold or work towards relevant Microsoft certifications (e.g. MS-900, SC-900, MD-102)

Full UK driving licence and willingness to travel (with occasional overnight stays), Minimum 2 years' experience in a 2nd Line Service Desk role, * 2nd line - helpdesk - msp - networking - cloud - project - office 365 - active directory - troubleshooting - intune - server - windows - field