2nd Line Service Desk/Field Engineer

<p><strong>2nd Line Service Desk Engineer (Field-Based)</strong></p><ul><li><strong>Location:</strong> St Ives, Cambridgeshire (with UK-wide travel)</li><li><strong>Salary:</strong> £35,000 - £40,000 + benefits</li><li><strong>Reporting to:</strong> Service Desk Manager</li></ul><p>By combining technology, process, and people, we deliver solutions that are personal, professional, and practical. Our clients rely on us to be consistent, customer-focused, and always a safe pair of hands.</p><p>We're now looking for a 2nd Line Service Desk Engineer who thrives on variety - someone equally comfortable resolving complex issues remotely and representing the company on-site across the UK.</p><p><strong>The Role</strong></p><p>This is not your typical desk-based 2nd Line role.</p><ul><li>You'll act as a key escalation point for the Service Desk while also spending a significant amount of time in the field, delivering hands-on support, installations, and client-facing services.</li><li>You'll take ownership of issues from start to finish - combining strong technical ability with a calm, professional approach that builds trust with every interaction.</li></ul><p><strong>What You'll Be Doing</strong></p><ul><li>Acting as an escalation point for 1st Line, resolving complex technical issues with precision and care</li><li>Delivering remote and on-site support to clients across the UK</li><li>Installing, configuring, and deploying IT equipment to high standards</li><li>Supporting and troubleshooting across:</li><li>Microsoft 365 (Teams, SharePoint, OneDrive, Intune, Entra, MFA, SSO)</li><li>Azure and cloud platforms (AWS / Google Cloud beneficial)</li><li>Windows Server & Active Directory</li><li>Networking (VLANs, VPNs, firewalls, DNS, DHCP, Wi-Fi)</li><li>Working with virtualisation technologies (Hyper-V, VMware, Citrix)</li><li>Monitoring alerts, patching systems, and proactively resolving issues</li><li>Supporting project work, site rollouts, and system implementations</li><li>Collaborating with third-party suppliers and vendors</li><li>Creating and maintaining clear documentation and knowledge base articles</li><li>Mentoring 1st Line engineers and sharing best practices</li><li>Providing end-user support and guidance in a clear, friendly manner</li></ul><p><strong>What You'll Bring</strong></p><ul><li>Experience in a 2nd Line, Field Engineer, or hybrid Service Desk role (MSP experience desirable)</li><li>Strong knowledge of Microsoft 365 and Windows environments</li><li>Experience with cloud platforms (Azure, AWS, or Google Cloud)</li><li>Understanding of networking fundamentals (TCP/IP, VLANs, DNS, DHCP, WAN/LAN/WLAN)</li><li>Experience supporting hardware, printers, and mobile devices (iOS & Android)</li><li>Excellent communication skills - able to translate technical detail into plain English</li><li>A calm, dependable approach with strong problem-solving skills</li><li>Ability to manage multiple priorities and work autonomously</li><li>A proactive mindset with a passion for continuous improvement</li></ul><p><strong>Desirable (not essential):</strong></p><p>Microsoft certifications such as MS-900, SC-900, or MD-102</p><p><strong>Essential:</strong></p><ul><li>Full UK driving licence</li><li>Willingness to travel nationwide, including occasional overnight stays</li></ul><p><strong>We offer:</strong></p><ul><li>A varied role combining Service Desk and field work</li><li>Real autonomy and ownership in how you deliver support</li><li>A supportive, close-knit team environment</li><li>Ongoing training and certification opportunities</li><li>A culture built on trust, consistency, and high standards</li></ul><p><em>If you're looking for a role where you can make a real impact - both technically and personally - we'd love to hear from you.</em></p><p></p><img src="https://www.jobg8.com/Tracking.aspx?tlzr8rwHHkKRmdD5z7ytM4MNRG6FwVplb" width="0" height="0" />