2nd Line Service Desk Engineer

About the role

Air IT Group makes technology simple, secure and stress-free for businesses across the UK, and is hiring a 2nd Line Service Desk Engineer in Abingdon. You will act as a key escalation point within the service desk, investigating and resolving incidents and service requests, and helping improve how technology works for customers. The role is part of a supportive service desk team and is measured by investigation quality, ticket resolution, accurate documentation and customer satisfaction.

Key responsibilities

• Provide 2nd line support across incidents, service requests and escalations, progressing tickets efficiently and accurately
• Investigate complex issues using tools, logs and documentation, applying root cause analysis where appropriate
• Diagnose and resolve problems across Windows environments, identity and authentication, endpoint management and common office technologies
• Support Microsoft 365, including administration and troubleshooting of user access, mail, collaboration and tenancy configuration
• Use networking fundamentals such as DNS, DHCP and connectivity checks to unblock users and stabilise services
• Handle access issues professionally and securely, documenting changes and following governance and best practice
• Communicate clearly with customers and internal teams, and suggest updates to knowledge articles, workflows and escalation pathways

Required profile

• Experience in a service desk or support environment, including escalation handling and ticket ownership
• Confidence in troubleshooting and a willingness to learn and share knowledge
• Strong communication skills, translating technical findings into clear updates
• Commitment to security-minded working and protecting customer data

Required skills

• Windows troubleshooting and practical problem solving
• Microsoft 365 awareness and hands-on troubleshooting
• Networking fundamentals (connectivity, DNS/DHCP concepts)
• Monitoring, ticketing tools and documentation

What we offer

• Permanent, full-time position
• 25 days annual leave plus a celebration day and annual leave purchase scheme
• Paid volunteering days and enhanced family leave
• Virtual GP, EAP, eye care vouchers, group life assurance and income protection
• Reward Gateway discounts and cashback, stakeholder pension scheme and recognition platform
• Technical training, professional qualifications and development opportunities