2nd Line Service Desk Engineer

2nd Line Service Desk Engineer

Suffolk – Near Ipswich
 

Cooper Lomaz are partnering with a growing technology services provider that is looking to strengthen its technical support team with the appointment of a 2nd Line Service Desk Engineer.

This is an excellent opportunity for an experienced 2nd Line Engineer, or an ambitious 1st Line Engineer looking to take the next step, to join a business that offers exposure to a broad range of technologies, varied client environments and genuine career progression opportunities.

Working within a busy support environment, you will be responsible for resolving escalated technical issues, supporting infrastructure projects and acting as a key technical escalation point for both customers and colleagues.

The Role

As a 2nd Line Service Desk Engineer, you will be responsible for:

• Managing and resolving escalated support incidents and service requests within agreed service levels
• Providing technical guidance and support to 1st Line Engineers
• Troubleshooting complex infrastructure, networking and Microsoft-related issues
• Supporting project delivery including upgrades, migrations and system improvements
• Maintaining accurate technical documentation and client records
• Assisting with proactive maintenance and continuous service improvement initiatives
• Working closely with senior technical teams to investigate and resolve root cause issues

Skills & Experience Required

• Previous experience within a 2nd Line Support, Service Desk or IT Support position
• Strong understanding of Microsoft technologies and infrastructure support
• Experience supporting Microsoft 365, Active Directory and Windows environments
• Good knowledge of networking fundamentals including TCP/IP, DNS and DHCP
• Experience supporting Windows Server environments
• Exposure to virtualisation technologies such as Hyper-V or VMware
• Excellent troubleshooting and problem-solving abilities
• Strong customer service and communication skills
• Ability to prioritise workload effectively within a fast-paced environment
• Full UK Driving Licence

Desirable Experience

• Microsoft certifications including Microsoft 365, Azure or Windows Server
• Experience supporting Azure environments
• Previous experience within a managed services or multi-client environment
• Experience working with ticketing systems and service level agreements

This is an excellent opportunity for a motivated IT professional looking to accelerate their technical career within a business that actively supports learning, development and progression.