2nd Line IT Support Engineer / Service Desk Analyst

Join a dynamic IT support environment delivering 2nd line technical support from a busy help desk, troubleshooting and cloud services support across Microsoft 365, Windows and Azure. This role offers hybrid working and strong career development within a managed services setting., As a 2nd Line IT Support Engineer / Service Desk Analyst you will act as an escalation point for complex issues, supporting Microsoft environments including Windows, Microsoft 365 and Azure cloud services. You will also contribute to service desk operations, ensuring incidents are resolved efficiently.

The 2nd Line IT Support Engineer / Service Desk Analyst will collaborate with colleagues, provide VIP support, assist with field engineering tasks and contribute to continuous improvement initiatives within a structured ITIL environment., Your duties as the 2nd Line IT Support Engineer / Service Desk Analyst include:

• Incident Management: Log, investigate and resolve technical incidents and service requests via phone, email and live chat

• Escalation Handling: Take ownership of complex issues escalated from 1st Line support

• Microsoft Support: Provide support across Windows 10/11, Microsoft 365, Entra ID, Active Directory, Intune and Autopilot

• Cloud Administration: Assist with Azure services, DNS, DHCP and infrastructure monitoring tools

• Onboarding Support: Configure devices, user accounts and access permissions for new starters

• Vendor Liaison: Work with third-party suppliers to resolve application and system issues

• SLA Management: Manage priority tickets and ensure delivery within agreed service levels

• Documentation: Maintain accurate records, updates and technical documentation

• VIP Support: Deliver high-quality support to senior stakeholders

• Field Support: Provide onsite support when required and cover field engineer absence

• Team Collaboration: Support colleagues and contribute to a positive, solution-focused team environment

• Previous experience in a 2nd line or technical support role within an IT helpdesk or service desk environment

• Strong troubleshooting skills across Microsoft Windows, Microsoft 365 and cloud technologies

• Experience with Azure administration, Active Directory and endpoint management tools

• Knowledge of ITIL processes and incident management best practice

• Ability to manage multiple priorities and work to SLAs

• Excellent communication and customer service skills

• Experience providing remote, onsite and user-facing support

• Strong problem-solving and critical thinking ability

• A proactive approach to continuous improvement and professional development

• Performance based bonus (up to £8,000)

• Hybrid working (two days working from home)

• Industry renowned training and certifications (sponsored)

• Personal development time with access to Pluralsight training platform

• Discretionary company sick pay

• 23 days’ holiday plus Bank Holidays, increasing with length of service

• Day off on your birthday

• Inclusive working environment

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