About the job
Job title: IT Service Engineer – Level 2
Hours: 37.5, Monday to Friday
Contract: Full-time, permanent
Location: Sheffield — hybrid after probation
1101 is a trusted digital transformation partner. We help businesses across the UK optimise their processes by combining practical advice and technology with strong security and dependable support.
Are you someone who enjoys solving technical problems, keeping systems running smoothly and helping people feel confident with their technology? If you can stay calm under pressure, communicate clearly and take satisfaction in helping people resolve issues, we’d love to hear from you.
We’re looking for a IT Service Engineer – Level 2 to join our growing Service Desk team. In this role, you’ll provide second-level technical support to clients, help keep businesses operational, resolve issues efficiently and contribute to a friendly, reliable and customer-focused service.
What you’ll be doing
You’ll play an important part in our Service Desk, supporting both reactive technical issues and proactive service delivery. Your role will include:
- Answering helpdesk calls or tickets and offering clear, professional guidance.
- Taking responsibility for Level 2 technical issues and seeing them through to resolution.
- Resolving hardware and software issues remotely and on client sites where required.
- Completing tickets in line with agreed SLAs, priorities, best practice and quality standards.
- Escalating tickets to Level 3 when required, ensuring all details are clear and complete.
- Mentoring Level 1 colleagues to review unresolved incidents and identify appropriate next steps.
- Accurately documenting completed work in the Knowledge Base to support shared learning and consistent service delivery.
- Supporting relevant project activity and RFCs.
- Liaising with external vendors where required to help identify effective solutions for clients.
- Supporting service improvement by identifying opportunities to improve the Service Desk environment and client experience.
What we’re looking for
We’re looking for someone who brings the right technical knowledge, communication style and team-focused approach. You’ll ideally have:
- At least 12 months’ experience working in a second-line support role.
- Good knowledge of IT Service Desk delivery, including software and hardware solutions.
- An understanding of current industry trends, emerging technologies and best practice.
- A clear, professional and approachable communication style.
- The ability to explain technical steps clearly to non-technical users, both over the phone and remotely.
- A methodical and practical approach to problem solving, including the ability to identify and report back on root causes.
- Good interpersonal skills and a collaborative approach to working with colleagues and clients.
- The ability to remain calm, organised and supportive when managing competing priorities.
- The ability to work effectively and reliably to the required standard when working remotely.
- A full UK driving licence, due to the need to attend client sites when requested.
- The right to work in the UK.
What you can expect from us
- Career progression.
- Paid training and certifications.
- Hybrid working.
- Flexible hours.
- Vitality membership.
- Bike-to-Work scheme.
- EV car scheme, subject to eligibility criteria.
- A supportive team environment where contribution, development and service quality are valued.
Our values
At 1101, we aim to maintain high standards of customer service while living our values of Enhancement, Competency, Responsibility, Inclusivity, Respect and Enjoyment in the way we work with each other and our clients.
Inclusion statement
As an inclusive employer, we welcome applicants from all backgrounds and with a diverse range of skills and experience. Everyone plays their part. If you need a reasonable adjustment during the recruitment process so you can perform at your best, please let us know — we’re here to support you.
If this sounds like the kind of role where you could do well, we’d love to hear from you.
Please note: should we receive a high volume of applications, we may close the advert earlier than the advertised closing date.
Pay: From £30,000.00 per year
Benefits:
- Cycle to work scheme
- Free parking
- Health & wellbeing programme
- On-site parking
- Private medical insurance
- Work from home
Work authorisation:
- United Kingdom (required)
Willingness to travel:
Work Location: Hybrid remote in Sheffield S2 3AQ
