2nd Line Service Desk Engineer. Job in Reigate Education & Training Jobs

Nextech; Reigate; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading technology company in the UK is seeking a 2nd Line Service Desk Engineer to provide technical support within educational environments. This full-time role offers a salary up to £30,000 per annum. The ideal candidate will have a background in Managed Service Providers and experience in schools, colleges, or universities. Responsibilities include managing tickets, resolving escalated issues, and maintaining IT infrastructure across multiple sites. Excellent communication and customer service skills are essential.

Qualifications

• Minimum 2 years' experience in a 2nd Line Service Desk or similar technical support role.
• Experience working in educational environments.
• Strong background in Managed Service Provider support.

Responsibilities

• Provide 2nd line technical support for hardware, software, and network issues.
• Resolve escalated tickets from 1st line engineers within defined SLAs.
• Support and maintain key technologies used in education settings.

Skills

Troubleshooting and problem-solving skills

Excellent communication

Strong customer service skills

Tools

Windows OS

Active Directory

Office 365 administration

Networking fundamentals

Remote support tools

Job description

2nd Line Service Desk Engineer (Education Sector)

Location: Reigate Salary: Up to £30,000 per annum Employment Type: Full-time

About the Role

We are seeking a skilled and proactive 2nd Line Service Desk Engineer with strong experience supporting users in educational environments whether in a school, college, university, or education focused MSP. The ideal candidate will also have proven experience working within an MSP (Managed Service Provider) and be confident handling escalations, troubleshooting complex issues, and delivering excellent customer service.

You will be responsible for providing 2nd line technical support to staff and students, managing tickets within SLAs, and assisting with the maintenance, configuration, and improvement of IT infrastructure across multiple educational sites.

Key Responsibilities

• Provide 2nd line technical support for hardware, software, and network issues.
• Resolve escalated tickets from 1st line engineers within defined SLAs.
• Support and maintain key technologies used within education settings.
• Manage Active Directory users, groups, permissions, and GPOs.
• Install, configure, and troubleshoot end-user devices, peripherals, and classroom technology.
• Maintain and support Office 365, SharePoint, Teams, and other cloud services.
• Assist with server maintenance, backups, patching, and monitoring.
• Work with the wider MSP team to provide seamless support across multiple sites.
• Provide on-site support at educational locations in the Reigate area.
• Maintain accurate documentation and asset records.
• Deliver excellent customer service to users with varied technical abilities.

Essential Requirements

Minimum 2 years' experience in a 2nd Line Service Desk or similar technical support role. Experience working in education environments (schools, colleges, universities, or education-focused MSPs). Strong background in Managed Service Provider (MSP) support.

Good working knowledge of:

• Windows OS & Windows Server
• Active Directory, DNS, DHCP, Group Policy
• Office 365 administration
• Networking fundamentals (LAN, Wi-Fi, VLANs)
• Remote support tools (RMM, ticketing systems)
• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service skills.

Desirable Skills

• Experience supporting classroom technologies (interactive screens, smartboards, AV).
• Knowledge of safeguarding and data protection in educational settings.
• Experience with Azure AD, Intune, or other cloud management tools.
• Relevant IT certifications (CompTIA, Microsoft, ITIL).

What We're Looking For

• A motivated, organised engineer who thrives in fast-paced environments and enjoys supporting users in education.
• Someone who is committed to high service standards, eager to learn, and ready to take ownership of technical issues.

Apply through the job advert, and once of our consultants will be in contact.