2Nd Line Help Desk

Austin Banks; Doncaster; On-site; GBP 24,000 - 28,000; Full time

Job summary

A leading IT support provider in Doncaster is looking for a 2nd Line Help Desk Engineer. You will manage escalated incidents, perform diagnostics, and maintain the robustness of IT infrastructure. Requirements include 2-4 years of experience in support roles and strong technical knowledge of Windows, Azure, and network systems. The position offers a competitive salary of £24,000 - £28,000 and a 4-day workweek, alongside various employee benefits.

Benefits

4-day workweek

Enhanced maternity and paternity leave

Free on-site parking

Casual dress

Sick pay

Access to SmartHealth

Regular team events

Qualifications

• 2-4+ years in 2nd line support or infrastructure support role (ideally MSP).
• Strong technical knowledge in Windows Server, Active Directory, Azure, and Microsoft 365.
• Network infrastructure experience is necessary.

Responsibilities

• Handle escalated 2nd line support incidents across various IT systems.
• Diagnose and resolve issues related to Microsoft services.
• Assist in infrastructure design and maintenance.

Skills

Windows Server (2016/2019/2022)

Active Directory

Azure

Microsoft 365

Exchange

SharePoint

LAN/WAN

VPNs

firewalls

WiFi

cybersecurity best practices

analytical skills

troubleshooting skills

customer service

communication skills

Job description

2nd line help desk
Doncaster, on site
Full time, Permanent.
£24,000 - £28,000 (DOE)
4 day working week

The 2nd Line Help Desk Engineer will take ownership of more complex incidents escalated from 1st Line, perform deeper diagnostics, manage escalations, undertake projects, and ensure our clients' IT infrastructure remains robust and proactive.

Benefits

• 4‑day workweek with alternating Mondays/Fridays off
• Enhanced maternity and paternity
• Free on‑site parking
• Casual dress
• Sick pay
• Access to SmartHealth
• Regular team events and social gatherings

Responsibilities

• Handle escalated 2nd line support incidents, including troubleshooting server systems, networks, telephony, security, cloud services and more.
• Diagnose and resolve issues related to Microsoft 365, Azure, SharePoint, Exchange, hybrid connectivity, VPNs, WiFi/guest networks, domains/DNS/Hosting.
• Assist with design, installation, maintenance and support of infrastructure (servers, storage, network devices, firewalls, access control).
• Work closely with 1st Line team to provide guidance, ensure smooth hand‑over, maintain knowledge base and drive continuous improvement.
• Participate in change management, patching rollouts, service improvements and SLA/quality assurance.
• Provide expert support for telephony and VoIP systems, business mobile networks, intercoms and associated connectivity.
• Perform root‑cause analysis for recurring incidents and implement corrective/preventative measures.
• Monitor system health, performance and proactively identify vulnerabilities.
• Liaise with vendors, escalate issues externally where necessary, and act as point of contact for third‑party services.
• Provide occasional on‑site support when required.
• Deliver excellent customer experience and maintain professional client relationships.

Qualifications

• Proven experience (typically 2‑4+ years) in a 2nd line support or infrastructure support role (ideally in an MSP environment).
• Strong technical knowledge of Windows Server (2016/2019/2022), Active Directory, Azure, Microsoft 365, Exchange, SharePoint, Office 365, databases.
• Network infrastructure experience: LAN/WAN, routing/switching, VPNs, firewalls, WiFi, guest networks, DNS/DHCP.
• Experience with telephony/VoIP systems, business mobile networks, connectivity services.
• Good understanding of cybersecurity best practices, backup & continuity solutions.
• Excellent analytical, troubleshooting and diagnostic skills.
• Strong customer service and communication skills.
• Able to work under pressure and meet SL.
• Self‑motivated, with a willingness to mentor 1st Line engineers and help build a knowledge‑rich environment.

Desirable

• Microsoft Certified: Azure Administrator Associate, Modern Desktop Administrator, Messaging Administrator etc.
• Cisco CCNA/CCNP or equivalent networking certification.
• ITIL Foundation/Practitioner.
• Experience with RMM and PSA tools (e.g., ConnectWise, Datto, Autotask).
• Experience with CCTV, access control, analytics/AI systems (given company's security services).
• Strong scripting/automation skills (PowerShell, etc.) for process improvement.

Call us today on (phone number removed), to discuss this position