Service Desk Engineer – 2nd Line (Shift)

About the role

We are looking for a Service Desk Engineer to join our UK Technical Services Team in Milton Keynes. The role is fully office‑based and involves 2nd‑line support on a rotating 4‑on/4‑off shift pattern, covering both day and night shifts.

Key responsibilities

• Monitor, categorise and prioritise incoming tickets (incidents, problems, requests) via service dashboards.
• Perform initial triage and troubleshooting on network, compute, storage, VMware, backup and disaster‑recovery infrastructure.
• Communicate status and updates to customers, ensuring clear and timely information.
• Identify trends and contribute to problem management processes.
• Support internal IT onboarding activities.

Required profile

• Customer‑focused with strong interpersonal skills and a willingness to take ownership.
• Ability to work collaboratively in a shift‑based, on‑site environment.
• Experience in a managed‑services or ITIL‑aligned setting is desirable but not essential.

Required skills

• Good knowledge of VMware, Horizon or VDI solutions.
• Proficiency with Microsoft technologies – Desktop OS, Server OS, Hyper‑V, Active Directory and Exchange.
• Familiarity with cloud platforms such as Azure, Microsoft 365 and AWS.
• Relevant certifications (CCNA, VCP or NCDA) are a plus.

What we offer

• Salary up to £43,000 per year plus shift allowance.
• Excellent benefits package.
• Opportunities to work across storage, network, virtualization and backup technologies.