Second Line Engineer

To deliver 2nd line technical support in a service desk environment supporting multiple clients, acting as an escalation point for other service desk engineers. You will build excellent customer relationship through customer knowledge and ensure technical documentation is meticulous and that continued support is streamlined as much as possible, * Answer incoming calls to the Service Desk, logging and actioning in CRM following established Service Desk procedures

• Diagnose and resolve technical issues, escalating as and when required to resolve client queries
• Install, maintain and troubleshoot client hardware/software in line with company standards; reconfiguring and performing system upgrades as required.
• Respond appropriately to technical queries raised through effective prioritisation to meet KPIs and customer service expectations
• Respond to escalations from 1st line Service Desk Engineers by offering support and technical assistance to resolve client queries
• Log and action all activity in within the CRM system following established Service Desk procedures
• Maintain and update accurate client site documentation
• Provide out-of-hours support to our clients on a rota basis.
• Maintain information security by complying with the company’s Information Security Management System (ISMS) and all relevant policies
• Manage your support queue professionally and efficiently, prioritising and resolving calls in line with SLAs whilst maintaining a high degree of customer service
• To keep up to date with current technologies as used by Air IT and its clients
• To maintain a healthy and interactive relationship with your team members and clients
• To propose improvements to client systems and services to continentally improve their systems and the services.
• To assist junior members of the team with their tickets and mentor/coach.

• Demonstrable experience as a Service Desk Engineer
• Demonstrable knowledge and support with Microsoft Windows Server / Desktop Environments
• Experience with Microsoft 365, Backup/DRaaS and related technologies, Azure Active Directory & IaaS
• Knowledge of Networking technologies (TCP/IP, Firewall, Routing/Switching)
• Excellent customer service & communication skills

Desirable:

• Knowledge of InTune & Conditional Access Technologies and Mimecast email security
• Current and valid UK driving license
• Minimum experience 2 years

Pulled from the full job description

• Annual leave
• Employee discount
• Life insurance
• Employee assistance programme
• Company pension
• Paid volunteer time
• Cycle to work scheme, We offer a competitive salary, professional development opportunities, and the chance to work in a collaborative and innovative environment. With us, you’ll play a pivotal role in shaping the future of IT services while growing your career in a high-energy, rewarding role., Joining Air IT means unlocking a world of perks and opportunities, including:

Health & Wellbeing

• Virtual GP (24/7 access for you & family)
• Employee Assistance Programme (EAP)
• Eye care vouchers
• Group Life Assurance & Income Protection

Time Off & Life Balance

• Celebration Day
• Annual Leave Purchase Scheme
• 2 Paid Volunteering Days
• Enhanced Family Leave

Financial & Lifestyle Perks

• Cycle to Work & Technology Vouchers
• Discounts via Perks at Work
• Pension Scheme

Optional Benefits (Opt-In)

• AirPerks flexible benefits
• EV Car Scheme (launched Feb 2026)
• AirPerks Rewards Platform (shopping discounts, AirCoins, recognition)

Additional Highlights

• Hybrid working options
• Learning & development
• Social events, competitions & incentives
• Discount & Cashback Scheme
• Life Insurance, EAP & Virtual GP