Level 2 Service Desk Engineer

Advania Group; Milton Keynes; Hybrid; GBP 30,000 - 38,000; Full time

Job summary

Advania invites applications for a Service Desk Engineer - 2nd Line in Milton Keynes. The role offers progression toward 3rd line positions with structured learning and exam support across Microsoft, VMware, and related skills.

You will provide software, hardware and network support to multiple customers, work in a hybrid model balancing office and remote days, and benefit from a defined progression pathway and competitive salary.

Qualifications

• Professional experience of operating at 2nd line IT support level.
• Experience supporting SME organisations in an IT support capacity, ideally in a managed services setting.
• Familiarity with working in SLA-driven environment to meet customer and contract expectations.

Responsibilities

• Providing software, hardware and network support to multiple customers
• Performing diagnoses and guide users through step-by-step solutions
• Working with both technical and non-technical audiences on reaching swift and effective solutions
• Facilitating one-to-one end user training, as required
• Ensuring technical documentation is maintained
• Escalating technical issues to 3rd line level, as required
• Striving to maintain high levels of customer satisfaction and support

Skills

2nd line support

SLA compliance

Customer service

MS 365/Azure familiarity

Tools

SonicWall

VMware ESXi

Hyper-V

SQL databases

Job description

Service Desk Engineer - 2nd Line - Milton Keynes

We are looking for a Service Desk Engineer to join us in Milton Keynes. This is a great role for someone who is confident operating at 2nd line level, who wants to have the opportunity to develop into a 3rd line position (and beyond!)

On top of a varied client base, we offer a structured and clear progression pathway supported by learning and exam support in skill areas such as Microsoft or VMWare. Whether through self-paced online courses or provider-led training sessions, we ensure that all employees have access to valuable learning and progression opportunities.

Salary & Benefits

The budgeted salary for this role is between £30,000 - £38,000 pear year depending on experience, plus our benefits.

Hybrid working

We recognise the benefits that remote and flexible working brings. We operate a hybrid working policy that allows our employees to balance time in the office and time from home. Each team within our organisation can decide how to implement this policy.

Responsibilities

• Providing software, hardware and network support to multiple customers
• Performing diagnoses and guide users through step-by-step solutions
• Working with both technical and non-technical audiences on reaching swift and effective solutions
• Facilitating one-to-one end user training, as required
• Ensuring technical documentation is maintained
• Escalating technical issues to 3rd line level, as required
• Striving to maintain high levels of customer satisfaction and support

Qualifications & Experience

• Professional experience of operating at 2nd line IT support level
• Experience of supporting SME organisations in an IT support capacity, ideally in a managed services setting
• Familiarity with working in in SLA-driven environment to meet customer and contract expectations

The Technical Skills Areas Relevant For This Role Includes

• Microsoft Office and 365 (inclusive of Azure, Intune, SharePoint)
• Exchange technologies (Outlook)
• Active Directory
• Firewalls, Router & VPN technologies (Sonicwall)
• Server infrastructure experience
• Hypervisor experience (inclusive of ESXi and HyperV)
• Experience of Sage X3, OneDrive, or Databases (SQL) is desirable but is not essential to apply.

About Us

We are the tech company with people at heart.

At Advania, we believe in empowering people to create sustainable value through the clever use of technology. As one of Microsoft's leading partners in the UK, specialising in Azure, Security, Dynamics 365, and Microsoft 365, we have a proven track record of success in delivering transformational IT services.

Our Selection Process

We are committed to ensuring an equitable experience for all candidates, regardless of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.

Please do let us know if you'll need any reasonable adjustments as part of the selection process by highlighting these on your application form.

As part of our commitment to our clients we will need to carry out background checks, including a criminal record check, for all offers of employment. If you have any unspent criminal convictions or questions about the screening process, please notify your recruiter once the application has been submitted.

We are the tech company with people at heart.

Tech is created for people. Our services impact every part of life. We are passionate about understanding your issues, your business, your needs. Our business is built around understanding people, and our employees are empowered to act on this understanding every day.