Service Desk Engineer 2nd Line – Hybrid (North London)

About the role

As a 2nd Line Service Desk Engineer you will deliver high‑quality technical support to a range of clients in North London. You will handle escalated incidents, monitor alerts and perform on‑site visits while mentoring the 1st Line team. The role is hybrid, with three days on‑site and two days remote.

Key responsibilities

• Respond promptly to support requests via phone, email and ticketing system.
• Diagnose and resolve 2nd line and escalated tickets, as well as NOC monitoring alerts, within agreed times.
• Provide face‑to‑face technical support during scheduled client site visits.
• Classify, prioritise and document tickets with detailed notes throughout their lifecycle.
• Keep clients and their IT teams regularly updated on ticket progress.
• Identify recurring issues and contribute to permanent solutions.
• Create and maintain technical documentation and knowledge‑base articles.
• Deliver excellent customer service and a positive support experience at all times.
• Manage your own ticket queue, triage effectively and escalate when necessary.
• Liaise with third‑party vendors and partners to resolve complex issues.
• Support, mentor, train and develop 1st Line Service Desk Analysts.
• Stay up to date with the latest technologies and cyber‑security developments and share knowledge with the team.
• Achieve relevant Microsoft and technical certifications.

Required profile

• Excellent customer service and client‑facing communication skills.
• Minimum 2 years of IT support experience across multiple technologies.
• MSP experience is highly desirable.
• Proven ability to deliver on‑site, face‑to‑face support.
• Experience mentoring junior analysts.
• Commitment to continuous learning and obtaining certifications.

Required skills

• Windows Server (on‑premise and Azure).
• Active Directory (on‑premise and Azure) and Group Policy.
• Office 365, SharePoint and Microsoft Exchange.
• Virtualisation: Windows Virtual Desktop, Hyper‑V, Virtual Machine Manager, vSphere.
• Backup and Disaster Recovery solutions.
• Cyber‑security tools: EDR, MFA, Antivirus, incident response.
• Networking: TCP/IP, DNS, DHCP, LAN, WAN, Wireless, Switches, Routers.
• Windows OS, macOS and Microsoft Office.
• Mobile device management.