2nd Line IT Service Desk Site Engineer

Beech Hall School Ltd; Walsall; Hybrid; GBP 26,000 - 32,000; Full time

Job summary

Hydesville Tower School is seeking a 2nd Line IT Service Desk Site Engineer to join our IT team at Hydesville Tower School. You will be the key IT contact for the site, delivering expert 2nd line support and handling escalations to keep systems running smoothly.

The role covers Microsoft 365, Azure AD, Active Directory and Google Workspace, with device management via Intune and Jamf, Windows servers, networking, cybersecurity support, and contributing to rollouts and knowledge base creation.

Qualifications

• 3–5 years experience in 2nd/3rd line support roles.
• Strong knowledge of Windows Server, Microsoft 365, Azure AD, Active Directory and Google Workspace.
• Experience with device management and enterprise security practices.

Responsibilities

• Provide 2nd line support and resolve incidents and service requests.
• Act as escalation point for Service Desk engineers and manage site relationships.
• Support Microsoft 365, Azure AD, AD and Google Workspace environments.
• Manage users, permissions, devices and mobile tech using Intune and Jamf.
• Support Windows servers, networking and telephony systems.
• Assist with cybersecurity incidents and service improvements.
• Create knowledge base and contribute to projects.

Skills

2nd/3rd line support

Windows Server

Microsoft 365

Azure AD

Active Directory

Google Workspace

ITIL

Troubleshooting

Customer service

Stakeholder management

Tools

Intune

Jamf

Cisco Meraki

Smoothwall

Job description

Job Title: 2nd Line IT Service Desk Site Engineer
Location: Hydesville Tower School
Hours: 35 hours per week |
Salary: Up to £29,000 per annum (depending on experience)
Contract: Permanent - 52 weeks

About Us

Hydesville Tower School is a successful 2–16 co-educational independent day school, part of the Outcomes First Group. We offer small class sizes, exceptional behaviour, and a strong pastoral ethos, alongside a clear focus on academic excellence.

Role Purpose

Are you an experienced IT professional who enjoys solving complex technical challenges and delivering exceptional customer service? We're looking for a 2nd Line IT Service Desk Site Engineer to join our growing IT team, based primarily at Hydesville Tower School.

In this hands-on role, you'll act as the key IT contact for your site, providing expert 2nd line support, leading on escalated issues, and working closely with Infrastructure, Applications, Cyber Security and Service Desk teams to keep systems secure, reliable and running smoothly. You'll play a vital role in supporting staff and students, driving service improvements, and contributing to the rollout of new technologies across the organisation.

What you will be doing

• Providing 2nd line support and resolving technical incidents and service requests
• Acting as a key escalation point for Service Desk engineers and managing site relationships
• Supporting Microsoft 365, Azure AD, Active Directory and Google Workspace environments
• Managing user accounts, permissions, devices and mobile technologies through Intune and Jamf
• Supporting Windows servers, networking infrastructure, connectivity and telephony systems
• Assisting with cyber security incidents, root cause analysis and service improvementsInstalling, configuring and troubleshooting hardware, software and peripherals
• Creating knowledge base documentation and contributing to technology projects and rollouts

What you will bring

• 3 to 5 years experience in 2nd/3rd line support role within a technical support desk or MSP is required
• Strong knowledge of Windows Server, Microsoft 365, Azure AD, Active Directory and Google Workspace
• Experience supporting networking technologies, including Cisco Meraki, Smoothwall and LAN/WAN environments
• Experience with Intune and/or Jamf device management
• Strong troubleshooting skills across hardware, software and infrastructure
• Understanding of IT security, compliance and ITIL best practices
• Excellent customer service, communication and stakeholder management skills
• Ability to prioritise workloads, work independently and resolve issues proactively

We reserve the right to close the vacancy early if we receive a high volume of suitable applications.

Outcomes First Group is committed to carrying out a fair, thorough and efficient recruitment process in line with Keeping Children Safe in Education. Whilst we aim to keep applicants informed throughout, Outcomes First Group does not accept liability for any loss of earnings or other associated costs incurred by applicants as a result of delays or changes in the compliance process. All stages of the compliance process are subject to necessary safeguarding checks and compliance with statutory requirements, which may affect timescales

Up to £29,000 per annum (depending on experience)