At a Glance
- Tasks: Provide top-notch IT support and resolve technical issues for our clients.
- Company: Join Node IT, a trusted tech partner for ambitious SMEs.
- Benefits: Enjoy 24 days holiday, career progression, and certification support.
- Other info: Diverse team culture welcoming applicants from all backgrounds.
- Why this job: Be part of a friendly team that values clarity and ownership.
- Qualifications: 2+ years in IT support with strong troubleshooting skills.
The predicted salary is between 30000 - 40000 £ per year.
About Us
Node IT is a trusted technology partner for ambitious SMEs across Bedfordshire and beyond. Since 2008, we have built our reputation on clear communication, proactive support, and doing things properly - not just quickly. Node IT is growing - and we are looking for a capable, proactive Level 2 Engineer to join our team in Biggleswade. We rely on Level 2 engineers to act as the operational spine - bringing stability, structure, and dependable execution across both day-to-day support and project delivery.
If you take ownership, value clarity, and want to be part of a team that is building something well - you will fit right in.
About the Role
We are looking for a capable, proactive Level 2 Engineer to become a key part of our Service Desk. This is not just a ticket fixing role. You will take ownership of day-to-day support, act as a reliable escalation point, and contribute to project delivery, technical changes, and site visits.
This role suits someone who:
- Communicates clearly
- Takes pride in doing things properly
- Works with structure and discipline
- Enjoys improving how things work
Why This Role Matters
The Service Desk is the operational core of Node IT. This role is part of the engine that keeps it predictable, scalable, and professional. Your work directly:
- Improves customer experience
- Reduces repeat issues and escalations
- Supports successful project delivery
- Helps the whole team operate more effectively
You will be supporting customers, acting as an escalation point to junior engineers, contributing to project delivery, and ensuring the Service Desk continues to operate in a predictable, high-quality way as we scale.
What you will do
Technical Support & Resolution- Resolve second-line issues across Microsoft 365, Azure, endpoints, servers, and networks
- Diagnose root causes and implement long-term fixes
- Escalate effectively with clear evidence where required
- Take full ownership of tickets end-to-end, maintaining clear, accurate, and regular updates
- Work in a structured way (clear priorities, visible progress, disciplined workflow)
- Act as an escalation point for junior engineers
- Assist in the delivery of technical project portfolio and technical changes
- Undertake site visits and quarterly maintenance days at client sites
- Support Level 1 engineers and share knowledge
- Continuously improve processes, documentation, and ways of working
- Diagnose root causes and implement long-term fixes where appropriate
- Surface risks, blockers, and issues early
What You Bring
We are looking for someone who takes ownership, works with intent, and contributes to a high-standard team environment. You are:
- Clear and confident when communicating with customers
- Organised and disciplined in how you manage work
- Comfortable taking ownership of issues end-to-end
- Calm under pressure and able to prioritise effectively
- Someone who improves things - not just maintains them
Essential Skills
- 2+ years experience in Level 2 or equivalent IT support / Service Desk role
- Strong troubleshooting across Microsoft environments (M365, AD, endpoints)
- Experience working with users and communicating technical issues clearly
- Ability to prioritise and manage workload effectively
- Strong written and verbal communication skills
- GCSE English and Maths A*-C/4-9 or level 2 equivalents
Desirable (Not Essential)
- Experience with Azure, Intune, on-prem infrastructure
- Experience supporting LAN/WAN networks, firewalls (e.g. Fortinet), switches, and VPNs
- Experience supporting and configuring AV Conferencing kit e.g. Teams Rooms
- MSP experience
- Exposure to tools such as ConnectWise, IT Glue
- Relevant certifications (Microsoft, CompTIA, Cisco)
You do not need to meet every requirement - we value attitude, capability, and willingness to learn.
Inclusion & Diversity
We want our team to reflect the real world - and we actively welcome applicants from all backgrounds. You might be a great fit even if:
- Your career path has not been typical
- You have gained skills through experience rather than formal qualifications
- You are returning to work or changing direction
We value different perspectives and believe they make us stronger as a team.
Why Join Node IT?
- Friendly, down-to-earth team culture
- Clear expectations - you will know what good looks like
- Career progression in a growing business
- Certification support and development investment
- 24 days holiday + birthday off + bank holidays
- Variety across clients, technologies, and projects
2nd Line IT Support Engineer in Biggleswade employer: Node IT Solutions
Node IT is an exceptional employer that fosters a friendly and down-to-earth team culture, where clear communication and proactive support are at the forefront of our operations. As a 2nd Line IT Support Engineer in Biggleswade, you'll enjoy career progression opportunities, certification support, and a variety of projects that enhance your skills while contributing to a growing business. With 24 days of holiday plus your birthday off, we prioritise work-life balance and value diverse perspectives, making Node IT a rewarding place to build your career.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line IT Support Engineer in Biggleswade
✨Tip Number 1
Get to know the company before your interview! Research Node IT's values and recent projects. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since clear communication is key for this role, try explaining technical concepts to a friend or family member. This will help you articulate your thoughts better during the interview.
✨Tip Number 3
Show off your problem-solving skills! Be ready to discuss past experiences where you took ownership of an issue and resolved it effectively. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Tip Number 4
Don’t forget to ask questions! Prepare a few thoughtful questions about the team dynamics or upcoming projects at Node IT. This shows your enthusiasm and helps you gauge if the company is the right fit for you.
We think you need these skills to ace 2nd Line IT Support Engineer in Biggleswade
Some tips for your application 🫡
Show Your Personality:When you're writing your application, let your personality shine through! We want to see who you are beyond your qualifications. A bit of humour or a personal touch can make your application stand out.
Tailor Your Application:Make sure to tailor your application to the role. Highlight your experience with Microsoft 365 and Azure, and show us how your skills align with what we're looking for. This shows us that you've done your homework and are genuinely interested.
Be Clear and Concise:We appreciate clear communication, so keep your application straightforward. Avoid jargon and get straight to the point about your skills and experiences. This will help us understand your fit for the role quickly.
Apply Through Our Website:Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it makes the whole process smoother for everyone involved.
How to prepare for a job interview at Node IT Solutions
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around Microsoft 365, Azure, and networking. Be ready to discuss specific troubleshooting scenarios you've encountered and how you resolved them. This will show that you can take ownership of issues and provide effective solutions.
✨Communicate Clearly and Confidently
Since clear communication is key for this role, practice explaining technical concepts in simple terms. You might be asked to describe a complex issue to a non-technical person, so think about how you would break it down. This will demonstrate your ability to communicate effectively with customers and team members.
✨Show Your Organisational Skills
Prepare to discuss how you manage your workload and prioritise tasks. Bring examples of how you've structured your work in previous roles, especially when handling multiple tickets or projects. This will highlight your discipline and ability to keep things running smoothly.
✨Be Ready to Share Improvement Ideas
Node IT values continuous improvement, so think about processes you've enhanced in past roles. Be prepared to share specific examples of how you've contributed to better workflows or documentation. This shows that you're not just about maintaining the status quo but actively looking to make things better.
