Service Desk 2nd Line Engineer

Location: Hitchin, Hertfordshire

Salary: Up to £35,000 per annum

About the Role

Join a fast-growing technology business where no two days are the same. As a Service Desk 2nd Line Engineer, you'll work with cutting-edge technologies, support a variety of businesses, and be part of a friendly, forward-thinking team that values your development and your voice.

This role combines strong technical expertise with excellent customer service. You'll be a key part of a growing, dynamic support team operating within a fast-paced environment, providing expert technical support across a wide variety of customer environments and resolving incidents escalated from 1st Line.

You'll gain exposure to a wide range of technical challenges and industries, with real opportunities to grow your career. This is the ideal role for someone with solid technical skills who excels at solving problems and enjoys making a tangible difference in people's workdays.

What You'll Do

• Provide expert technical support across diverse customer environments

• Resolve complex incidents escalated from 1st Line support

• Troubleshoot and resolve technical issues with calm and confidence

• Translate technical jargon into user-friendly explanations for non-technical users

• Deliver prompt, high-quality service that leaves customers feeling supported and valued

• Contribute to a high-performing, service-driven culture

• Work across a variety of systems and industries

• Stay calm under pressure and earn trust through excellent communication
  

Essential Qualifications & Experience

• Industry-recognised technical training and certifications (e.g. Microsoft, CompTIA, ITIL)

• Experience working in a fast-paced ITIL-based

• Deep understanding of Microsoft 365, Azure, and Active Directory/domain administration

• Solid knowledge of LAN/WAN technologies including switching, routing, TCP/IP, DHCP, DNS, IP addressing, VPN, VoIP, and wireless networking

• Familiarity with endpoint management tools such as Microsoft Intune
  

Essential Skills & Qualities

• Able to troubleshoot and resolve complex issues with calm and confidence

• A passion for outstanding customer service and a people-first approach to IT support

• Confident communicator who can simplify technical issues for non-technical users

• Highly organised and detail-oriented, with excellent time management

• Adaptable and proactive with a positive, solutions-focused mindset

• Self-motivated and accountable, with a strong sense of ownership

• Friendly, approachable, and professional
  

What's in it for you:

• Exposure to a wide variety of technologies and customer environments

• Ongoing training, mentoring, and support for technical certifications

• A collaborative, people-first culture with a strong emphasis on service

• Opportunities for progression within a growing technical team

• Career development opportunities
  

  

  
  

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