2nd Line IT Service Desk Technician

As a 2nd Line Service Desk Technician at Blue Box IT, you will have responsibility for providing second line technical support across across organisations in the education, SME and charity sectors. Working with your colleagues in our Service Desk team, you will ensure that all customer technical queries within your individual customers are responded to and resolved to a high level of customer satisfaction, whilst meeting our agreed customer SLAs.

This is a varied role for an individual that relishes a daily challenge, working in a team of experienced colleagues in an exciting environment, with a constant opportunity to develop and learn new skills and knowledge, leading to the potential for career progression in a number of different onsite support, project management and technical pre-sales roles.

The customer experience is at the heart of everything that Blue Box IT provides so it’s important you enjoy the daily challenge of a customer focused environment. You will have a track record of working in similar service desk support role, ideally in a similar fast-paced MSP environment, or an in-house technical customer support role.

The Role

Based partly at our offices outside of Penistone, you will be responsible for diagnosing, troubleshooting, and resolving complex technical issues escalated from 1st Line Support. This role requires strong technical expertise, analytical problem-solving skills, and the ability to manage incidents through to resolution whilst delivering an excellent customer experience.

You will take ownership of incidents and service requests, ensuring they are progressed effectively, communicated clearly, and resolved within agreed service levels. Acting as a key technical escalation point, you will engage directly with customers to provide updates, manage expectations, and deliver high-quality support throughout the incident lifecycle.

In addition, you will contribute to the continuous development of the Service Desk by sharing technical knowledge, supporting colleagues with escalations, maintaining documentation, and identifying opportunities to improve support processes and service delivery standards.

This is a hybrid role, with the minimum requirement to be based in the office for three days per week, with two remote, home working days available for the remainder of the working week., The role will involve the following key responsibilities:-

• Own and resolve escalated 2nd Line incidents and service requests.
• Troubleshoot complex issues across Windows 10, Windows 11, Windows Server, Microsoft 365, Active Directory and Microsoft Entra ID.
• Support and maintain Group Policy, DNS, DHCP, TCP/IP, file permissions, and core infrastructure services.
• Diagnose and resolve LAN, WAN, Wi-Fi and VPN connectivity issues.
• Support Microsoft Intune, endpoint management, backup, security and cloud service platforms.
• Provide support for education-specific systems, including MIS, finance and safeguarding applications where required.
• Act as a technical escalation point for 1st Line engineers, providing guidance and knowledge sharing.
• Escalate complex infrastructure, networking and project-related issues to 3rd Line teams with clear technical documentation.
• Communicate directly with customers, providing regular updates and managing requests through to resolution.
• Maintain accurate ticket records, technical documentation and knowledge-base articles.
• Identify recurring issues, contribute to problem management, and support continuous service improvement initiatives.

After almost 25 years of successfully delivering bespoke IT support and services to a wide range of customers in the education, SME and non-profit sectors, Blue Box IT continues to go from strength to strength. Through delivering a wide range of exciting and innovative digital transformation projects for our customers and providing best-in-class technical support, we continue to deliver year-on-year growth, and are now looking for an enthusiastic and ambitious service desk engineer to join our team and help us to build on this success whilst developing a varied and exciting career., Technical ability is important, but so is the way you work. We’re looking for somebody who:

• Takes ownership of technical problems.
• Is confident investigating issues independently.
• Knows when to continue troubleshooting and when an issue genuinely needs escalating.
• Can explain technical issues clearly to non-technical customers.
• Can manage multiple priorities in a busy Service Desk environment.
• Documents their work at all times.
• Enjoys sharing knowledge and helping other engineers develop.
• Has strong analytical and problem-solving skills.
• Remains calm and professional when dealing with difficult or business-critical issues.
• Understands that excellent customer service is just as important as technical ability., We’re looking for someone with at least 2 years’ experience working within an IT support environment, ideally within an MSP or another fast-paced multi-customer environment.

You should be comfortable independently investigating technical problems rather than simply following scripts or escalating them.

You should have strong knowledge of the following, which can be evidenced through vendor certifications or a technical assessment:

• Windows 10, Windows 11 and Windows Server.
• Microsoft 365 administration and support.
• Active Directory, Microsoft Entra ID and Group Policy.
• DNS, DHCP, TCP/IP and network troubleshooting (LAN, WAN and Wi-Fi).
• File and share permissions management.
• Microsoft Office and remote support tools.
• PC, laptop and peripheral troubleshooting.

Desirable Knowledge and Experience

Experience with any of the following would be advantageous:

• Microsoft Intune, Azure and SharePoint administration.
• Virtualisation platforms, including Hyper-V and VMware.
• Backup, endpoint security and business continuity solutions.
• Firewalls, managed switches and network security technologies.
• Education sector technologies, including MIS, filtering and safeguarding platforms.
• Experience supporting education customers within an MSP environment

Education/Technical Knowledge

• Minimum 5 GCSEs (at Grade C or above) including Math’s and English or equivalent.
• Minimum Level 3 technical apprenticeship qualification/Diploma.
• Minimum 2 years experience in an IT support, Service Desk or MSP environment
• Relevant Microsoft/CompTIA certification advantageous (e.g. MS-900, AZ-900, MD-102, CompTIA A+/N+, * This is a hybrid working role with a minimum of 3 days of work in our office near Penistone. Are you able to travel independently to meet this commitment on a daily basis?
• Have you achieved a relevant Level 3 Apprenticeship diploma or higher qualification in a relevant subject area? If yes, then please provide details.

Experience:

• relevant service desk support: 2 years (required)

Language:

• English (native speaker) (required)

Pulled from the full job description

• Referral programme
• Employee mentoring programme
• Employee discount
• Sick pay
• Bereavement leave
• Life insurance
• Free parking, Full-time position - up to £31k (dependent on experience) and comprehensive benefits - hybrid working role, * Competitive salary with a regular, annual performance-based review.
• Generous benefits package including company pension scheme, employee benefit scheme, private medical insurance, death in service benefit, Cycle to Work scheme and other benefits.
• Free onsite parking
• 24 days holiday (plus statutory holidays).
• ‘No Work’ birthday.
• Long Service Awards
• Regular team events and socials.
• Ongoing training and development - a wide range of funded training and courses will be made available according to your individual development needs, alongside in-house training opportunities.

Ready to join our team?

We want to ensure that all applicants have a fair and equal chance, so we’re using an online assessment tool. This minimizes unconscious bias in our hiring process., * Additional leave

• Bereavement leave
• Canteen
• Casual dress
• Company events
• Company pension
• Cycle to work scheme
• Discounted or free food
• Employee discount
• Employee mentoring programme
• Free parking
• Health & wellbeing programme
• Life insurance
• On-site parking
• Paid volunteer time
• Private dental insurance
• Private medical insurance
• Referral programme
• Sick pay
• Work from home

We are a growing, dynamic company with offices in Penistone, Sheffield. Blue Box IT provides sector focused, specialist IT support and services to the Education, SME and the Third sector. We are passionate about providing best-in class advice and technology solutions for our customers and have built a dynamic team of experienced professionals who share that ethos and vision. Our mission is to help our customers achieve their goals by delivering innovative technology solutions that meet their needs. Consistently providing outstanding customer service is at the heart of everything we do.

Our culture is friendly, relaxed, focused and professional in a team environment that expects results. You will be joining a vibrant and experienced team of 26 that is growing quickly. We have big ambitions and are now looking for our next step in growth.