2nd Line Service Desk Engineer — Hybrid, KPI-Led Bonus

Focus Group; Congleton; Hybrid; GBP 30,000 - 32,000; Full time

Benefits offered by this job

Holiday allowance

Hybrid working options

Enhanced parental leave

Job summary

Prism Solutions, part of the Focus Group family, is seeking a Service Desk Engineer (2nd Line) based in Congleton, Cheshire, with hybrid working after probation. You will handle 1st and 2nd line support across Microsoft 365, Windows, networks and business apps, delivering customer-focused IT support and collaborating with security and engineering teams.

Join a busy Service Desk, manage incidents from diagnosis to resolution, and contribute to knowledge sharing while maintaining high KPI and

Qualifications

• Experience in a busy IT support environment with multiple customers/locations.
• Strong troubleshooting across Microsoft 365, Windows, networking and business apps.
• Solid knowledge of MS 365 services: Exchange Online, Teams, SharePoint Online, OneDrive.
• Experience with PSA/RMM tools and remote support.
• Experience with Azure/Defender or 365 backup solutions is a plus.

Responsibilities

• Handle 1st and 2nd line support tickets across Microsoft 365, Windows, networks and apps.
• Administer Exchange Online, Teams, SharePoint Online, OneDrive and Entra ID.
• Support Intune-managed devices on Windows, iOS and Android.
• Troubleshoot access, MFA, and identity issues.
• Resolve Windows 10/11, Server, printing, VPN and network issues.
• Monitor endpoint security, backups, and device health.
• Maintain ticket updates and knowledge base articles.
• Coordinate with third-party suppliers and provide customer updates.
• Identify process improvements and automation opportunities.

Skills

Microsoft 365

Windows environments

Networking basics

Customer service

Troubleshooting

Communication

Education

Microsoft certifications

Tools

PSA

RMM

Remote support tools

Intune

Entra ID

Job description

Prism Solutions, part of the Focus Group family, is seeking a Service Desk Engineer (2nd Line) based in Congleton, Cheshire, with hybrid working after probation. You will handle 1st and 2nd line support across Microsoft 365, Windows, networks and business apps, delivering customer-focused IT support and collaborating with security and engineering teams.

Join a busy Service Desk, manage incidents from diagnosis to resolution, and contribute to knowledge sharing while maintaining high KPI and