Helpdesk technician

About the Role

A growing IT services provider is seeking a skilled and customer-focused 2nd Line IT Helpdesk Engineer to join the team. This is an opportunity to work with a variety of clients across the education and SME sectors, delivering high-quality technical support and contributing to innovative IT projects as well as working with 1st line technicians

Key Responsibilities

• Provide 2nd line technical support via phone, email, and remote tools.
• Troubleshoot and resolve escalated issues efficiently and professionally.
• Support Microsoft 365, Windows Server, Active Directory, and networking technologies.
• Assist with IT projects including system upgrades, migrations, and installations.
• Collaborate with 1st line helpdesk and field engineers to ensure seamless service delivery.
• Maintain accurate documentation and contribute to internal knowledge sharing.

What You’ll Need

• Experience in a 2nd line support role, ideally within an MSP, school, SME or similar environment.
• Strong knowledge of Microsoft technologies (Windows 10/11, Server 2016+, M365, and ideally Azure AD).
• Good understanding of networking (DNS, DHCP, firewalls, VPNs).
• Excellent communication and customer service skills.
• A proactive, problem-solving mindset with a passion for technology.
• Full UK driving licence (very occasional on-site visits may be required).

What’s on Offer

• A supportive and collaborative team environment.
• Opportunities for professional development and certifications.
• Exposure to a wide range of technologies and client environments.
• A chance to make a real impact in a growing business and help develop more junior technicians