Service Desk Engineer (2nd Line)

London (North London)

Hybrid (3 days onsite, 2 days remote) | Occasional client travel

Are you an experienced IT support professional ready to take the next step in your career? Do you enjoy solving complex technical issues while delivering outstanding customer service, both remotely and face-to-face? We’re looking for a skilled Service Desk Engineer (2nd Line) to join our dynamic Service Delivery Team.

About the Role

As a 2nd Line Service Desk Engineer, you will be at the forefront of delivering high-quality technical support to our clients. You’ll handle escalated incidents, proactive monitoring alerts, and on-site visits, while helping to mentor and develop the 1st Line team.

Key Responsibilities

• Respond promptly to technical support requests via phone, email, and ticketing system
• Diagnose and resolve 2nd line and escalated tickets, as well as NOC monitoring alerts, within agreed resolution times
• Provide face-to-face technical support through pre-scheduled client site visits
• Accurately classify, prioritise, and document tickets with detailed notes throughout their lifecycle
• Keep clients and their IT teams regularly updated on ticket progress
• Identify recurring issues and contribute to permanent solutions
• Create and maintain technical documentation and knowledge base articles
• Deliver excellent customer service and a positive support experience at all times
• Manage your own ticket queue, triage effectively, and escalate where necessary
• Liaise with third-party vendors and partners to resolve complex issues
• Support, mentor, train, and develop the 1st Line Service Desk Analysts
• Stay up to date with the latest technologies and cyber security developments, and share knowledge with the team
• Achieve relevant Microsoft and technical certifications

What We’re Looking For

• Excellent customer service, telephone, and client-facing skills
• Minimum 2 years’ experience providing IT support across multiple technologies (MSP experience is highly desirable)
• Proven experience attending client sites and delivering face-to-face support
• Strong troubleshooting and support experience in the following technologies:
• Windows Server (on-premise and Azure)
• Active Directory (on-premise and Azure), Group Policy, Office 365, and SharePoint
• Microsoft Exchange
• Virtualisation technologies (Windows Virtual Desktop, Hyper-V, Virtual Machine Manager, vSphere)
• Backup and Disaster Recovery solutions
• Cyber-security tools and concepts (EDR, MFA, AV, incident response)
• Networking (TCP/IP, DNS, DHCP, LAN, WAN, Wireless, Switches, Routers)
• Windows OS, macOS, and Microsoft Office
• Mobile device configuration and support
• Ability to configure, administer, and support both Windows and macOS devices
• Solid understanding of the cyber threat landscape and security best practices
• Proactive mindset with the ability to anticipate and prevent issues
• Excellent verbal and written communication skills – able to explain complex technical matters clearly to users of all levels
• A genuine passion for learning new technologies, demonstrated through certifications or personal projects
• Strong team player who is also highly self-motivated
• Calm and professional approach when dealing with difficult or demanding situations
• Full UK driving licence

What We Offer

• Hybrid working (3 days onsite, 2 days remote)
• Varied and interesting workload across multiple client environments
• Opportunities to develop your technical skills and gain certifications
• A supportive, collaborative team that values excellence in service delivery

If you’re a confident, customer-focused 2nd Line Engineer who enjoys both technical challenges and mentoring others, we’d love to hear from you.