2nd Line IT Service Desk Site Engineer

Blenheim Schools; Walsall; On-site; GBP 17,000 - 29,000; Full time

Job summary

Hydesville Tower School is seeking a hands-on 2nd Line IT Service Desk Site Engineer to join the IT team, based primarily at Hydesville Tower School. You will act as the key IT contact for the site, delivering expert 2nd line support and driving improvements across systems.

The role requires 3–5 years in 2nd/3rd line support, strong knowledge of Windows Server, Microsoft 365, Azure AD and Google Workspace, plus experience with Intune, Jamf and networking.

Qualifications

• 3 to 5 years experience in 2nd/3rd line support within a technical support desk or MSP.
• 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.
• Experience with Intune and/or Jamf device management.
• Strong troubleshooting 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.

Responsibilities

• 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 improvements
• Installing, configuring and troubleshooting hardware, software and peripherals
• Creating knowledge base documentation and contributing to technology projects and rollouts

Skills

Second line support

Customer service

Windows Server

Microsoft 365

Azure AD

Active Directory

Google Workspace

Intune

Jamf

Networking

ITIL

Cyber security

Tools

Cisco Meraki

Smoothwall

LAN/WAN

Job description

Lead the Past, Influence the Future

Below covers everything you need to know about what this opportunity entails, as well as what is expected from applicants.

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 improvements
• Installing, 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

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