Service Desk Engineer

FYRE Global Limited; Hull and East Yorkshire; Remote; GBP 32,000 - 42,000; Full time

Job summary

FYRE Global Limited is seeking a Service Desk Engineer (2nd Line) for its Hull-based team. You will support both 1st and 2nd line, handle escalations, and contribute to workstation builds, asset records, and onsite tech support.

The role offers hands-on variety across service desk, asset management, security collaboration, and IT projects, with opportunities to grow into more responsibility within a close-knit team.

Qualifications

• Solid technical foundations with a passion for the work and a readiness to learn.
• Able to explain technical issues to non-technical colleagues and keep people informed when things go wrong.
• Willing to learn, work hard and perform well in a hands-on environment.
• Experience supporting Windows and Microsoft 365/Azure environments including AD/Entra ID/Intune.

Responsibilities

• Support both 1st and 2nd line, from password resets to more complex issues.
• Escalate from 1st line when unresolved in first fix.
• Coach and guide 1st line colleagues to build the team’s capability.
• Own and improve workstation build: config, deployment and decommissioning.
• Maintain accurate hardware and software asset records.
• Support production and shop-floor tech (label printers, handheld scanners, ERP/MES devices).
• Write SOPs and knowledge base articles to capture fixes.
• Get involved in infrastructure projects, new site setups and tech rollouts.
• Collaborate with infrastructure and cyber security teams to triage incidents.

Skills

Windows

Microsoft 365

Azure

Active Directory

Entra ID

Intune

Autopilot

SCCM

Exchange Online

SharePoint

ITSM tools

Tools

SCCM

Entra ID

Exchange Online

SharePoint

ITSM Tools

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.

You’ll be:

• 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

Yes, they want solid technical foundations. But more than that, they want:

• 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.