2nd Line Service Desk Technician

About the role

This is a true 2nd line service desk position where you will be the go‑to engineer when simple fixes have already been attempted. You will troubleshoot a wide range of Microsoft‑focused technologies, own incidents from start to finish and build strong relationships with customers across various industries.

Key responsibilities

• Provide 2nd line technical support for Microsoft 365, Windows, Windows Server, networking and cloud services.
• Investigate and resolve incidents and service requests, taking full ownership until closure.
• Support users remotely and, when required, on‑site.
• Create and maintain clear technical documentation.
• Collaborate with colleagues to share knowledge and tackle complex problems.
• Deliver a high standard of customer service on every interaction.

Required profile

• Experience in a 2nd line IT support role.
• Strong knowledge of Microsoft technologies, especially Microsoft 365 and Windows environments.
• Understanding of Windows Server, Active Directory, DNS, DHCP and basic networking concepts.
• Ability to work independently, take ownership of issues and see them through to resolution.

Required skills

• Microsoft 365
• Windows
• Windows Server
• Active Directory
• DNS
• DHCP
• Networking
• Cloud services
• Security
• Backup

What we offer

• Salary £30,000 – £35,000 per year.
• Hybrid working – a mix of office and home‑based days.
• 25 days holiday plus bank holidays, birthday off and a buy/sell holiday scheme.
• Enhanced pension, life assurance and wellbeing support.
• Ongoing training, clear career progression and a supportive team environment.