2nd Line IT Support Engineer

Node IT is growing - and we’re 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 - you’ll fit right in.

About the Role

We’re 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.You’ll 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

You’ll 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 you’ll 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, 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 hasn’t been “typical”
• You’ve gained skills through experience rather than formal qualifications
• You’re 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 - you’ll 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

We’re 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

• Experience working in an MSP
• 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.
• Exposure to tools such as ConnectWise, IT Glue.
• Relevant certifications (Microsoft, CompTIA, Cisco).

You don’t need to meet every requirement - we value attitude, capability, and willingness to learn.

Node IT is a trusted technology partner for ambitious SMEs across Bedfordshire and beyond.Since 2008, we’ve built our reputation on clear communication, proactive support, and doing things properly - not just quickly.