Full job description2nd Line Service Desk / Field Engineer
Location: St Ives, Cambridgeshire
Salary: £35,000-£40,000
Reports To: Service Desk Manager
The Opportunity
Our client is a growing IT services provider looking to add an experienced 2nd Line Service Desk / Field Engineer to their team. This is not you traditional servcie desk role, it combines remote support, on-site client visits, project work, and technical escalations.
The successful candidate will be responsible for delivering high-quality IT support, resolving complex technical issues, and building strong relationships with clients. This role would suit someone who enjoys a mix of service desk and field-based work within a fast-paced MSP environment.
Key Responsibilities
*Act as an escalation point for 1st Line Support Engineers.
*Provide remote and on-site support to a range of clients.
*Troubleshoot and resolve issues across Microsoft 365, Windows Server, Active Directory, Azure, and networking environments.
*Install, configure, and deploy IT hardware and software.
*Monitor systems, alerts, and patching to proactively identify issues.
*Support cloud and virtualisation platforms including Azure, AWS, Hyper-V, and VMware.
*Assist with infrastructure projects, deployments, and migrations.
*Work closely with third-party vendors to resolve technical issues.
*Maintain accurate documentation, ticket updates, and knowledge base articles.
*Support and mentor junior engineers where required.
Skills & Experience Required
*Previous experience in a 2nd Line Support, Field Engineer, or Service Desk position.
*MSP experience would be highly beneficial.
*Strong knowledge of Microsoft 365, including Teams, SharePoint, OneDrive, Intune, and Entra ID.
*Experience supporting Azure and other cloud technologies.
*Knowledge of Windows Server, Active Directory, and virtualisation platforms.
*Good networking knowledge including TCP/IP, DNS, DHCP, VLANs, VPNs, and Wi-Fi.
*Experience supporting desktops, laptops, printers, and mobile devices.
*Excellent communication and customer service skills.
*Ability to manage multiple priorities and work independently.
*Full UK driving licence and willingness to travel to client sites when required.
What’s On Offer?
*A varied role with a mix of remote support, on-site work, and project delivery.
*Exposure to a wide range of technologies and client environments.
*Ongoing training and professional development opportunities.
*A supportive and collaborative team environment.
*Genuine opportunities for career progression.