2nd Line IT Service Desk Engineer

JR United Kingdom; Bolton; Hybrid; GBP 23,000 - 28,000; Full time

Job summary

An established industry player is seeking a 2nd Line IT Service Desk Engineer to join their dynamic team in Bolton. This role offers hybrid working and involves troubleshooting technical issues while collaborating with experienced engineers. You will manage user permissions, support hardware and network devices, and contribute to a knowledge base. With a strong emphasis on professional development and a commitment to safeguarding children, this position is perfect for someone looking to grow in a supportive environment. Join a recognized 'Great Place to Work' and make a difference in the lives of young people.

Benefits

Life Assurance

Pension

Health and Wellbeing Support

Family Support Benefits

Discounts

Electric Car Scheme

Critical Illness Cover

Qualifications

• 2-4 years in a support role within a technical support desk or MSP.
• Strong knowledge of desktop and server platforms.

Responsibilities

• Provide 2nd line support, resolving technical issues across the business.
• Collaborate with infrastructure and software teams on improvements.

Skills

Windows Server Environments

Active Directory

Microsoft 365

Azure

Jamf

Microsoft Intune

Troubleshooting Applications

IT Security and Compliance

Hardware/Software Support

Network Technologies

VOIP/Telephony Solutions

Education

IT Qualification

Tools

Service Desk Tools

Job description

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2nd Line IT Service Desk Engineer, Bolton

Client: Outcomes First Group

Location: Bolton (Hybrid working, travel to sites required)

Job Category: Other

EU work permit required: Yes

Job Views: 3

Posted: 05.05.2025

Expiry Date: 19.06.2025

Job Description:

We are proud to be recognized as a ‘Great Place to Work’ in 2024 for the fifth consecutive year.

Location: Bolton-based with hybrid working (travel to office and sites within the UK)

Salary: Up to £28,000 per annum

Hours: Monday to Friday, 08:00-16:00 or 09:00-17:00 (rotational)

Job Purpose:

Provide 2nd line support within a team of experienced engineers, investigating and resolving technical issues across the business, supporting services in offices, schools, and care homes. Attendance at Bolton office and travel to other sites as needed is required.

Key Accountabilities:

• Troubleshoot and resolve incidents, providing updates to users.
• Escalate issues to 3rd line or support manager when necessary.
• Support 1st line engineers at escalation point.
• Own and resolve incidents promptly.
• Collaborate with infrastructure and software teams on issues and improvements.
• Manage user permissions and configurations.
• Contribute to knowledge base articles.
• Install applications and support hardware and network devices.

Requirements:

Technical Skills:

• Experience with Windows server environments (essential)
• Knowledge of Active Directory, Microsoft 365, Azure (essential)
• Experience with Microsoft 365 (essential)
• Understanding of Jamf and/or Microsoft Intune (essential)
• Ability to troubleshoot applications and scripting (essential)
• Knowledge of IT security and compliance (essential)
• Hardware/software support experience (essential)
• Virtualization, network technologies, and network management tools (preferred)
• VOIP/Telephony solutions (preferred)

Experience and Skills:

• 2-4 years in a support role within a technical support desk or MSP (essential)
• IT qualification or working towards one (preferred)
• Strong knowledge of desktop and server platforms (essential)
• Experience with ITIL framework (essential)
• Knowledge sharing and documentation skills (essential)
• Broad technical knowledge of PCs and peripherals (essential)
• Proficiency with current software and OS (essential)
• Experience with service desk tools (essential)
• Excellent communication and organizational skills
• Ability to work independently and under pressure

Travel to UK sites and ongoing professional development are part of the role.

About the Group:

Outcomes First Group provides specialist education across the UK, supporting neurodivergent children and young people. Our brands include Acorn Education, Options Autism, and Momenta Connect.

Recognized as a ‘Great Place to Work’ in 2024, our mission is to empower every child through personalized learning and innovation.

Benefits:

• Life Assurance, pension, health and wellbeing support
• Family support benefits, discounts, electric car scheme, critical illness cover

We are committed to safeguarding children and young people; all roles require DBS checks and social media screening.