2nd Line Service Desk Engineer

2nd Line Service Desk Engineer

Ashford, Kent | Up to £35,000 depending on experience
Office-based with client site visits | Full driving licence required

• Are you an IT Support Engineer ready to take the next step in your career?
• Would you enjoy a varied role combining service desk support with hands-on work at client sites?
• Are you looking for an employer that invests in your technical skills through training and development?

We’re recruiting a 2nd Line Service Desk Engineer on behalf of an established Managed Service Provider based in Ashford. Supporting businesses across Kent, London and the South East, our client delivers managed IT support, cloud services, networking and cyber security solutions.

This is an opportunity to develop your technical skills in a varied role, combining remote support with hands-on work at client sites.

The role

You’ll take ownership of escalated support requests, investigate issues and keep customers informed through to resolution. Working closely with the wider technical team, you’ll help maintain reliable IT systems and deliver a friendly, professional service.

Your responsibilities will include:

• Resolving 2nd line support incidents remotely and on site.
• Troubleshooting Microsoft 365, Windows desktops, user accounts and connectivity issues.
• Supporting Microsoft 365 services, including Exchange Online, Teams, SharePoint and OneDrive.
• Administering users, groups and permissions across Active Directory and Microsoft Entra ID.
• Supporting device configuration, deployment and management using Microsoft Intune.
• Diagnosing network issues involving TCP/IP, DNS, DHCP, Wi-Fi and VPN connections.
• Installing and configuring laptops, desktops, peripherals and other IT equipment.
• Managing your ticket queue, maintaining accurate records and working within agreed service levels.
• Escalating complex issues with clear troubleshooting notes and supporting information.
• Contributing to technical documentation, sharing knowledge and assisting with IT projects and rollouts.

What we’re looking for

You’ll already have experience in an IT support or service desk role and be confident investigating issues beyond initial troubleshooting.

You’ll bring:

• Practical experience supporting Windows desktops and Microsoft 365.
• Working knowledge of Active Directory, user permissions and account administration.
• A sound understanding of networking fundamentals.
• Experience troubleshooting hardware, software and connectivity problems.
• Clear communication skills, with the ability to explain technical issues in plain English.
• A customer-focused approach and a calm, methodical way of working.
• The ability to prioritise competing requests and take ownership of problems.
• A full driving licence and willingness to travel to client sites.

Previous MSP experience would be an advantage, particularly if you’re used to supporting multiple customers and switching between different environments. Applications are also welcome from engineers with relevant in-house IT support experience.

Exposure to Intune, Microsoft Entra ID, Windows Server, backup solutions, endpoint security or PowerShell would be beneficial. You don’t need to be an expert in every technology listed.

What’s on offer

• A salary of up to £35,000, depending on experience.
• A varied mix of service desk support and client site work.
• Exposure to a broad range of technologies and business environments.
• Training and development opportunities, including relevant Microsoft certifications.
• The opportunity to build your technical knowledge alongside experienced engineers.

If you’re ready to take the next step in IT support and enjoy delivering a service customers can rely on, we’d like to hear from you.

We welcome applications from people of all backgrounds and are committed to a fair and inclusive recruitment process.