Tier 2 Service Desk Engineer
SFIA Level 3
Department: Managed Services
Location: Hybrid (Home / 848 Offices / Customer Sites)
Job Summary
We are seeking a customer-focused and technically capable Tier 2 Service Desk Engineer to provide advanced operational support across managed service customer environments.
This role is responsible for resolving escalated technical issues, supporting cloud and infrastructure platforms, contributing to continual service improvement activities, and acting as a key technical escalation point for Tier 1 engineers. The successful candidate will combine strong troubleshooting capability with a proactive, customer-centric mindset and a focus on continual improvement, innovation, and excellent end-user experience.
The Tier 2 Service Desk Engineer will play an important role in supporting 848’s value chain-led managed services approach by identifying opportunities for operational improvement, service optimisation, and enhanced customer experience across managed service environments.
This role is not solely focused on reactive ticket resolution. The successful candidate will be expected to contribute to continual service improvement, operational maturity, customer experience, and technical knowledge sharing across the Service Desk function.
Depending on customer assignment, the successful candidate may be required to obtain and maintain NPPV3 and/or SC clearance.
Core Responsibilities
Technical Support & Incident Resolution
- Provide advanced Tier 2 support across cloud, infrastructure, networking, telephony, and end-user technologies.
- Diagnose and resolve escalated technical incidents and service requests within agreed service levels.
- Support Microsoft Azure, Microsoft 365, Active Directory, Exchange Online, and hybrid infrastructure environments.
- Troubleshoot networking issues relating to firewalls, VPNs, routing, switching, wireless networking, and connectivity.
- Support telephony and VoIP solutions including SIP and unified communications platforms.
- Work closely with Tier 3 engineers, vendors, and third-party suppliers to resolve complex technical issues.
- Participate in out-of-hours escalation support where required.
Continual Improvement & Customer Experience
- Identify opportunities to improve customer environments, operational efficiency, and service delivery quality.
- Contribute to continual improvement initiatives aligned to 848’s value chain-led managed services approach.
- Support the reduction of recurring incidents through proactive troubleshooting, documentation, standardisation, and operational improvements.
- Maintain awareness of emerging technologies, platform updates, and industry best practices that may benefit customer environments or operational delivery.
- Promote an excellent end-user experience through high-quality communication, ownership, responsiveness, and attention to customer outcomes.
- Contribute feedback and improvement ideas that enhance customer satisfaction, operational maturity, and service quality.
- Support a culture of innovation, collaboration, accountability, and continual learning across the Service Desk function.
Technical Development & Team Support
- Provide guidance and support to Tier 1 Service Desk Engineers where required.
- Assist with technical mentoring, knowledge sharing, and skills development activities.
- Contribute to maintaining internal documentation, customer procedures, and knowledge base articles.
- Support a culture of accountability, collaboration, customer focus, and continual improvement.
Infrastructure & Platform Support
- Support and maintain Microsoft Azure, Microsoft 365, Windows Server, and hybrid infrastructure environments.
- Support networking technologies including Cisco, Ubiquiti UniFi, Fortinet FortiGate, and Palo Alto solutions covering switching, routing, wireless networking, VPNs, and firewall administration.
- Assist with identity and access management activities including Azure AD and MFA solutions.
- Support infrastructure changes, upgrades, migrations, and operational improvement activities.
- Develop and maintain PowerShell scripts and automation tasks where appropriate.
- Support security, compliance, and operational best practice initiatives across customer environments.
Customer Service & Operational Excellence
- Take ownership of assigned incidents, requests, and operational tasks through to completion.
- Provide professional, proactive, and customer-focused communication throughout ticket lifecycles.
- Ensure incidents and requests are managed in line with SLAs, customer expectations, and internal procedures.
- Support onsite customer engagements where required.
- Ensure managed service policies, standards, and operational procedures are consistently followed.
- Maintain accurate ticket updates, documentation, and customer records.
- Contribute positively to customer satisfaction, operational quality, and service performance targets.
Key Measures of Success
- High levels of customer satisfaction and positive end-user experience.
- Effective resolution of escalated incidents within agreed service levels.
- Positive contribution to proactive service improvement initiatives.
- Reduction in recurring incidents and operational inefficiencies.
- Strong collaboration with Tier 3 engineers and wider managed service teams.
- Consistent adherence to operational processes, governance, and security standards.
- Positive contribution to service stability, reliability, and operational maturity.
Required Skills & Experience
- Experience in a Tier 2 support, technical support, or infrastructure support role within a managed services or enterprise IT environment.
- Hands-on experience supporting Microsoft Azure, Microsoft 365, Active Directory, Exchange Online, and hybrid environments.
- Strong troubleshooting capability across desktop, infrastructure, networking, and cloud technologies.
- Understanding of networking concepts including routing, switching, wireless networking, VPNs, firewalls, and security best practices across technologies such as Cisco, Ubiquiti UniFi, Fortinet FortiGate, and Palo Alto.
- Familiarity with telephony, VoIP, SIP, and unified communications platforms.
- Experience with PowerShell scripting or automation tooling.
- Strong understanding of incident management, escalation processes, and operational support practices.
- Excellent communication, customer service, and problem-solving skills.
- Ability to manage workload effectively within SLA-driven environments.
- Experience supporting end users within fast-paced operational environments.
Preferred Skills
Microsoft Certifications
- Microsoft Certified: Azure Administrator Associate
- Microsoft 365 Certified: Modern Desktop Administrator Associate
- Microsoft Certified: Windows Server Hybrid Administrator Associate
Networking & Security Certifications
- Cisco Certified Network Associate (CCNA)
- Fortinet NSE certifications or equivalent
- Palo Alto Networks certifications or equivalent
- CompTIA Network+
- CompTIA Security+ or equivalent
Service Management & Infrastructure
- ITIL v4 Foundation Certification
- Relevant cloud, networking, or infrastructure certifications
Equivalent experience and certifications will also be considered.
Working Hours
We provide a 24x7x365 managed service operation supporting customer environments across a full calendar year.
This role operates within a shift-based rota pattern designed to provide continuous service coverage.
The successful candidate will be expected to participate in the shift rota, including weekends, public holidays, and out-of-hours support requirements as part of normal operational duties.
Flexibility may occasionally be required to support major incidents, critical customer activities, project delivery, or operational escalations.
Location
This is a hybrid role operating across home working, 848 offices, and customer sites as required.
Travel within the United Kingdom and occasional international travel may be required depending on customer and business needs.
Pay: £31,000.00-£38,000.00 per year
Work Location: Hybrid remote in Stafford ST18 0WP
