At a Glance
- Tasks: Resolve complex tech issues and provide hands-on support across the UK.
- Company: Dynamic tech company focused on personal and professional solutions.
- Benefits: Competitive salary, ongoing training, and a supportive team environment.
- Other info: Autonomy in your role with excellent career growth opportunities.
- Why this job: Make a real impact while enjoying variety in your work.
- Qualifications: Experience in 2nd Line roles and strong technical skills required.
The predicted salary is between 35000 - 40000 € per year.
Location: St Ives, Cambridgeshire (with UK-wide travel)
Salary: £35,000 - £40,000 + benefits
Reporting to: Service Desk Manager
By combining technology, process, and people, we deliver solutions that are personal, professional, and practical. Our clients rely on us to be consistent, customer-focused, and always a safe pair of hands. We're now looking for a 2nd Line Service Desk Engineer who thrives on variety - someone equally comfortable resolving complex issues remotely and representing the company on-site across the UK.
The Role
This is not your typical desk-based 2nd Line role. You'll act as a key escalation point for the Service Desk while also spending a significant amount of time in the field, delivering hands-on support, installations, and client-facing services. You'll take ownership of issues from start to finish - combining strong technical ability with a calm, professional approach that builds trust with every interaction.
What You'll Be Doing
- Acting as an escalation point for 1st Line, resolving complex technical issues with precision and care
- Delivering remote and on-site support to clients across the UK
- Installing, configuring, and deploying IT equipment to high standards
- Supporting and troubleshooting across:
- Microsoft 365 (Teams, SharePoint, OneDrive, Intune, Entra, MFA, SSO)
- Azure and cloud platforms (AWS / Google Cloud beneficial)
- Windows Server & Active Directory
- Networking (VLANs, VPNs, firewalls, DNS, DHCP, Wi-Fi)
- Working with virtualisation technologies (Hyper-V, VMware, Citrix)
- Monitoring alerts, patching systems, and proactively resolving issues
- Supporting project work, site rollouts, and system implementations
- Collaborating with third-party suppliers and vendors
- Creating and maintaining clear documentation and knowledge base articles
- Mentoring 1st Line engineers and sharing best practices
- Providing end-user support and guidance in a clear, friendly manner
What You'll Bring
- Experience in a 2nd Line, Field Engineer, or hybrid Service Desk role (MSP experience desirable)
- Strong knowledge of Microsoft 365 and Windows environments
- Experience with cloud platforms (Azure, AWS, or Google Cloud)
- Understanding of networking fundamentals (TCP/IP, VLANs, DNS, DHCP, WAN/LAN/WLAN)
- Experience supporting hardware, printers, and mobile devices (iOS & Android)
- Excellent communication skills - able to translate technical detail into plain English
- A calm, dependable approach with strong problem-solving skills
- Ability to manage multiple priorities and work autonomously
- A proactive mindset with a passion for continuous improvement
Desirable (not essential):
- Microsoft certifications such as MS-900, SC-900, or MD-102
Essential:
- Full UK driving licence
- Willingness to travel nationwide, including occasional overnight stays
We offer:
- A varied role combining Service Desk and field work
- Real autonomy and ownership in how you deliver support
- A supportive, close-knit team environment
- Ongoing training and certification opportunities
- A culture built on trust, consistency, and high standards
If you're looking for a role where you can make a real impact - both technically and personally - we'd love to hear from you.
2nd Line Service Desk/Field Engineer employer: Nextech
Join a dynamic team as a 2nd Line Service Desk Engineer in St Ives, where you'll enjoy a blend of remote and on-site work, fostering a culture of trust and collaboration. With a focus on employee growth, we offer ongoing training and certification opportunities, ensuring you can enhance your skills while making a meaningful impact across the UK. Experience a supportive environment that values autonomy and high standards, making this an excellent place to advance your career in IT.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line Service Desk/Field Engineer
✨Tip Number 1
Network like a pro! Attend industry meetups or tech events where you can chat with potential employers and other engineers. It’s all about making connections that could lead to your next big opportunity.
✨Tip Number 2
Show off your skills in real-time! Consider setting up a demo or a mini-project that showcases your technical abilities, especially with Microsoft 365 or cloud platforms. This hands-on approach can really impress during interviews.
✨Tip Number 3
Prepare for those tricky questions! Brush up on common technical issues and how you’d resolve them. Being able to articulate your thought process clearly will show your problem-solving skills and calm approach.
✨Tip Number 4
Don’t forget to apply through our website! We’re always on the lookout for passionate individuals who want to make an impact. Plus, it’s a great way to ensure your application gets the attention it deserves.
We think you need these skills to ace 2nd Line Service Desk/Field Engineer
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the 2nd Line Service Desk Engineer role. Highlight your technical expertise, especially with Microsoft 365 and cloud platforms, and don’t forget to mention any relevant certifications!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for this role. Share specific examples of how you've resolved complex issues and provided excellent customer service in previous positions.
Showcase Your Problem-Solving Skills:In both your CV and cover letter, emphasise your problem-solving abilities. We want to see how you approach challenges and what methods you use to resolve them, especially in a field-based environment.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Nextech
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Microsoft 365, Azure, and networking fundamentals. Be ready to discuss specific scenarios where you've resolved complex issues, as this will show your technical prowess and problem-solving skills.
✨Showcase Your Customer Service Skills
Since this role involves a lot of client interaction, prepare examples that highlight your ability to communicate technical information in a friendly and clear manner. Think about times when you've built trust with clients or colleagues through your calm approach.
✨Demonstrate Your Field Experience
Be prepared to talk about your experience in field-based roles. Share stories about installations, configurations, or troubleshooting you've done on-site. This will help the interviewers see that you're comfortable working independently and can handle the variety this job offers.
✨Ask Insightful Questions
Prepare some thoughtful questions about the company culture, team dynamics, and ongoing training opportunities. This shows your genuine interest in the role and helps you assess if it's the right fit for you.
