2nd Line Support Engineer / Field Engineer

About the role

We are looking for a 2nd Line Support Engineer / Field Engineer to join our Service Desk team and work on‑site with a customer in the Stevenage area. The role involves providing proactive, customer‑focused IT support, ensuring high‑quality service and strong client satisfaction. Minimum three days per week are required on‑site, with options for permanent or contractor arrangements.

Key responsibilities

• Provide 1st and 2nd line support for software and hardware incidents and service requests via phone, email and ticketing system.
• Log incidents accurately in the ITSM tool and aim for a high first‑time fix rate.
• Install and support hardware, software and mobile devices.
• Collaborate with other teams for cross‑functional incident resolution.
• Document resolutions in the knowledge base and update service documentation.
• Identify service improvement opportunities and support project delivery.

Required profile

• Proven experience in an IT support role, either in‑house or with a Managed Service Provider.
• Strong verbal and written communication skills with the ability to explain technical issues to non‑technical users.
• Track record of delivering high customer satisfaction and service improvements.

Required skills

• Windows 10 & 11 operating systems.
• Microsoft Office 365.
• Microsoft certifications (MCSE, MCSA, MCP).
• PowerShell scripting.
• Azure cloud services.
• Windows Defender and Microsoft Intune.
• Networking devices such as routers, switches, firewalls, printers.
• Experience with an IT service management (ITSM) tool.

What we offer

• Modern technology and tools to perform the role.
• Learning and development opportunities, including training courses and seminars.
• Supportive, ambitious culture with freedom to drive ideas.
• Two paid volunteer days per year.
• Private healthcare and Employee Assistance Programme.
• Monthly work‑from‑home allowance and travel/accommodation support.
• Life assurance (5× annual salary) and cycle‑to‑work scheme.