Senior Service Desk Engineer – 2nd Line

About the role

We are seeking a Senior Service Desk Engineer to provide 2nd‑line support for our managed‑service clients across the UK. You will work from our South Tyneside headquarters, travelling to client sites as required.

Key responsibilities

• Act as the second line of support for IT issues via phone, email and ticketing systems.
• Troubleshoot hardware, software and network problems, escalating when necessary.
• Manage user accounts and access rights in Microsoft 365 and Active Directory.
• Provide SharePoint support, including permission setup.
• Configure and support desktops, laptops and mobile devices.
• Maintain ticket updates and resolve incidents within SLA targets.
• Assist with IT projects, roll‑outs and system improvements.

Required profile

• Proven experience in an IT support or service‑desk role within a Managed Services environment.
• Strong knowledge of Windows OS, Microsoft 365 and Active Directory.
• Current Microsoft certification (e.g., 365, Azure) preferred.
• Solid understanding of networking concepts (DNS, DHCP, VPN, TCP/IP) and router/firewall configuration.
• CompTIA Network+ and A+ certifications are desirable.
• Excellent troubleshooting and problem‑solving abilities.
• Customer‑focused with strong communication skills.
• Full driving licence, own vehicle and willingness to travel to client sites.

Required skills

• Windows operating system
• Microsoft 365
• Active Directory
• SharePoint
• DNS
• DHCP
• VPN
• TCP/IP
• Router configuration
• Firewall configuration
• CompTIA Network+ (N+)
• CompTIA A+
• Microsoft 365/Azure certification
• Ticketing systems

What we offer

• Supportive environment with clear career development pathways.
• Continuous product training and professional development.
• Hybrid working model after successful probation.
• Mon‑Fri schedule with optional overtime/on‑call work.
• Competitive salary up to £35,000 per year.