Job Title: 2nd Line Service Desk Engineer
Location: Nottingham
Reporting to: Service Desk Team Leader
Purpose:
To deliver 2nd line technical support in a service desk environment supporting multiple clients, acting as an escalation point for other service desk engineers. You will build excellent customer relationship through customer knowledge and ensure technical documentation is meticulous and that continued support is streamlined as much as possible
Duties and Responsibilities:
- Answer incoming calls to the Service Desk, logging and actioning in CRM following established Service Desk procedures
- Diagnose and resolve technical issues, escalating as and when required to resolve client queries
- Install, maintain and troubleshoot client hardware/software in line with company standards; reconfiguring and performing system upgrades as required.
- Respond appropriately to technical queries raised through effective prioritisation to meet KPIs and customer service expectations
- Respond to escalations from 1st line Service Desk Engineers by offering support and technical assistance to resolve client queries
- Log and action all activity in within the CRM system following established Service Desk procedures
- Maintain and update accurate client site documentation
- Provide out-of-hours support to our clients on a rota basis.
- Maintain information security by complying with the company's Information Security Management System (ISMS) and all relevant policies
- Manage your support queue professionally and efficiently, prioritising and resolving calls in line with SLAs whilst maintaining a high degree of customer service
- To keep up to date with current technologies as used by Air IT and its clients
- To maintain a healthy and interactive relationship with your team members and clients
- To propose improvements to client systems and services to continentally improve their systems and the services.
- To assist junior members of the team with their tickets and mentor/coach.
Qualifications, Knowledge and Experience:
Essential:
- Demonstrable experience as a Service Desk Engineer
- Demonstrable knowledge and support with Microsoft Windows Server / Desktop Environments
- Experience with Microsoft 365, Backup/DRaaS and related technologies, Azure Active Directory & IaaS
- Knowledge of Networking technologies (TCP/IP, Firewall, Routing/Switching)
- Excellent customer service & communication skills
Desirable:
- Knowledge of InTune & Conditional Access Technologies and Mimecast email security
- Current and valid UK driving license
- Minimum experience 2 years
What's In It for You?
We offer a competitive salary, professional development opportunities, and the chance to work in a collaborative and innovative environment. With us, you'll play a pivotal role in shaping the future of IT services while growing your career in a high-energy, rewarding role.
The Benefits
Joining Air IT means unlocking a world of perks and opportunities, including:
Health & Wellbeing
- Virtual GP (24/7 access for you & family)
- Employee Assistance Programme (EAP)
- Eye care vouchers
- Group Life Assurance & Income Protection
Time Off & Life Balance
- Celebration Day
- Annual Leave Purchase Scheme
- 2 Paid Volunteering Days
- Enhanced Family Leave
Financial & Lifestyle Perks
- Cycle to Work & Technology Vouchers
- Discounts via Perks at Work
- Pension Scheme
Optional Benefits (Opt‑In)
- AirPerks flexible benefits
- EV Car Scheme (launched Feb 2026)
- AirPerks Rewards Platform (shopping discounts, AirCoins, recognition)
Additional Highlights
- Hybrid working options
- Learning & development
- Social events, competitions & incentives
- Discount & Cashback Scheme
- Life Insurance, EAP & Virtual GP
Ready to soar with Air IT? Apply now and be part of something extraordinary!
We are committed to fostering an inclusive, equitable, and diverse workplace where everyone feels valued and able to thrive. We welcome applications from people of all backgrounds, communities, and experiences. If you require any adjustments during the recruitment process, please let us know.
Ready to make a difference? Apply now and be part of something extraordinary.
No Agencies Disclaimer:
Air IT manages all recruitment directly. While we occasionally engage approved agencies for specific needs, we do not work with agencies for our standard roles. We kindly ask that agencies do not contact us or submit unsolicited CVs, as these will not be considered and no fees will be payable. If we require agency support, we will reach out to our selected partners directly.
