Senior IT Service Desk Engineer - Tier 2 (Hybrid)

Infinity Group Holdings Limited; Royal Tunbridge Wells; Hybride; GBP 32 000 - 42 000; Plein temps

Avantages offerts par ce poste

Unlimited annual leave

Private healthcare

Life assurance

Company shares

Electric car scheme

Flexible / remote working (Tunbridge_W

Tunbridge Wells & Paddington access

Résumé du poste

Infinity Group is hiring a Tier 2 IT Service Desk Engineer for a hybrid role in Tunbridge Wells. You will handle escalated incidents across Microsoft 365, Windows endpoints, Entra ID, and Teams, guiding customers to a timely resolution while maintaining security and compliance.

You will mentor Tier 1 engineers, improve diagnostic processes and contribute to knowledge content to reduce repeat issues, supporting a higher-performing service desk.

Responsabilités

• Resolve complex customer issues across Microsoft 365, Windows endpoints, Entra ID, Exchange Online, Teams and Intune with structured troubleshooting.
• Own the customer outcome from triage to resolution, setting expectations and maintaining momentum to reassure the customer.
• Protect service quality and security by applying least-privilege access, device compliance and data-protection principles.
• Coach and guide Tier 1 engineers to improve diagnosis, ticket quality and first-contact resolution.
• Identify recurring issues and contribute to knowledge content to reduce repeat escalations.
• Collaborate with senior engineers and specialist teams to ensure clear evidence and customer impact on escalations.

Description du poste

Infinity Group is hiring a Tier 2 IT Service Desk Engineer for a hybrid role in Tunbridge Wells. You will handle escalated incidents across Microsoft 365, Windows endpoints, Entra ID, and Teams, guiding customers to a timely resolution while maintaining security and compliance.

You will mentor Tier 1 engineers, improve diagnostic processes and contribute to knowledge content to reduce repeat issues, supporting a higher-performing service desk.