2nd Line Service Desk Engineer - Windows & IT Support

Fyre Global Ltd; Hessle; On-site; GBP 28,000 - 36,000; Full time

Job summary

Fyre Global Ltd in Hull seeks a 2nd Line IT Service Desk Engineer to support Windows and Microsoft 365 environments, and to mentor 1st line colleagues. You’ll own escalations, contribute to asset management and support shop-floor systems in a manufacturing setting.

The role offers hands-on work, room to grow, and the chance to influence service delivery through improved processes and SOPs. A UK driving licence is required.

Qualifications

• Experience supporting Windows and Microsoft 365 / Azure, including Active Directory / Entra ID, Intune / Autopilot (or SCCM), Exchange Online and SharePoint
• Comfortable using ITSM tools and working to SLAs
• Nice to have: ITIL Foundation
• Full UK driving licence required

Responsibilities

• Supporting both 1st and 2nd line, from password resets to the more complex issues
• Picking up escalations from the 1st line technicians when they can't resolve something on first fix
• Guiding and coaching 1st line colleagues, helping to build the team's capability
• Owning and improving the workstation build process: how devices are configured, deployed and decommissioned
• Keeping accurate hardware and software asset records
• Supporting production and shop-floor tech like label printers, handheld scanners and ERP/MES devices
• Writing SOPs and knowledge base articles so fixes don't just live in people's heads
• Getting involved in infrastructure projects, new site set-ups and technology rollouts
• Working alongside the infrastructure and cyber security colleagues to triage incidents and support security initiatives

Skills

Communication

Troubleshooting

Coaching

Teamwork

Tools

Windows 10/11

Microsoft 365

Azure

Active Directory

Intune/Autopilot

SCCM

Exchange Online

SharePoint

Job description

Fyre Global Ltd in Hull seeks a 2nd Line IT Service Desk Engineer to support Windows and Microsoft 365 environments, and to mentor 1st line colleagues. You’ll own escalations, contribute to asset management and support shop-floor systems in a manufacturing setting.

The role offers hands-on work, room to grow, and the chance to influence service delivery through improved processes and SOPs. A UK driving licence is required.