Helpdesk Engineer L2

Surftech IT; Stourport-on-Severn; On-site; GBP 28,000 - 38,000; Full time

Benefits offered by this job

Holiday entitlement

Pension scheme

Health cash plan

Team events

Job summary

Surf Tech IT Ltd is seeking an experienced IT professional to join our growing MSP team as a 2nd line support specialist. You will be office-based at our brand-new offices in Stourport and handle a range of technical problems across the Microsoft estate for UK clients.

You will excel at customer service, problem solving, and produce clear technical documentation. A current driving licence and willingness to commute 5 days a week are essential for this role.

Qualifications

• Experience in a Service Desk or Helpdesk environment.
• Strong problem-solving and customer service mindset.
• Clear, concise technical documentation skills.
• Full driving licence and willingness to commute to the office five days a week.

Responsibilities

• Provide second-line IT support across the Microsoft estate.
• Troubleshoot and resolve hardware and software issues for clients.
• Produce clear documentation and handovers for incidents.
• Work with customers to diagnose and elevate problems as needed.

Skills

Microsoft 365

Entra ID

SharePoint

Intune

Active Directory

Networking basics

Documentation

IT security basics

Job description

Surf Tech IT Ltd is a fast-growing Managed Service Provider delivering IT support and VoIP solutions to businesses across the UK. Following a sustained period of growth and continued investment in our services, we are looking for exceptional individuals to join our team and help shape the next stage of our journey. We are passionate about technology, customer service, and developing our people. If you're looking for an opportunity to grow your career in a supportive, forward-thinking business, we'd love to hear from you. You will be looking to join a growing team, looking for a role where you will be office-based ( we have brand new offices in Stourport). You will have a strong technical foundation, excellent problem-solving skills, and a commitment to delivering outstanding customer service. We are seeking a motivated and customer-focused IT professional with experience working in a Service Desk or Helpdesk environment, looking to move to a 2nd line role. You will excel at working with different customers, offering support and fixes for a range of technical problems across the Microsoft estate. Able to work within a fast-paced ticketing system, understand the commercial aspects of resolving problems and how to efficiently work with customers to reduce or elevate problems You must hold a current driving licence and be willing to commute to our offices 5 days a week.

Essential Technical Skills

• Good working knowledge of Microsoft 365, including Entra ID, SharePoint, and Intune.
• Experience supporting and administering Active Directory environments.
• Ability to produce clear, accurate, and concise technical documentation.
• Understanding of IT security best practices and technologies, including Next Generation Firewalls.
• Experience supporting Windows Desktop and Server operating systems.
• Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, and Wi‑Fi.

Competitive Salary with regular reviews

• 22 days holiday per year plus bank holidays (increases after 3 years)
• Contributory pension scheme (after 3-months)
• Health Cash Plan (after probation)
• Regular company events