Service Desk Engineer

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

Service Desk Engineer (2nd Line) - Microsoft / Windows - Hull

Are you a strong 1st liner ready for the next step, or a 2nd line engineer who wants a role with real variety?

We're working with a manufacturing business on the lookout for a 2nd Line IT Service Desk Engineer to join its Hull-based Service Desk. It's part of a lean, close-knit team where everyone gets stuck in, so you'll see the full picture rather than being boxed into one narrow queue.

What you'll be doing

This is a hands-on role with room to grow into more responsibility.

• 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

What they care about

• Someone with real passion for the work and the right attitude, not just someone ticking off tickets
• Someone who wants to learn, work hard and do well
• A clear communicator who can explain technical issues to anyone, and keep people informed when things go wrong

If you're a good, solid 1st liner who's ready to step up, that's welcome. If you're a confident 2nd liner (or even 3rd line looking for a change of pace), that's welcome too.

The technical bit

• 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

Why this is worth a look

• You'll get genuine variety: service desk, builds, asset management, security and projects all in one role
• It's a small team, so you'll have visibility and influence rather than being a small cog in a big machine
• You'll report directly into the newly appointed Service Desk Team Lead, so there's real scope to learn from someone who's just stepped up themselves
• There's a clear route to progress as the centralised support model grows

If you want a role where you can get stuck in, keep learning and make a visible impact, this is one to look at