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.
Pay: £28,000.00-£40,000.00 per year
Work Location: In person
