Service Desk Engineer - 2nd Line

Focus Group; Hulme Walfield; Hybrid; GBP 30,000 - 32,000; Full time

Benefits offered by this job

Hybrid working

Birthday leave

Pension plan

Job summary

Prism Solutions, part of the Focus Group family, is seeking a Service Desk Engineer (2nd Line) to join our Congleton team. You will handle 1st and 2nd line incidents across Microsoft 365, Windows, networking, and line-of-business apps, with hybrid working after probation.

You'll collaborate with engineering and security teams to deliver excellent customer service, document solutions, and drive improvements in processes and automation.

Qualifications

• Must have experience in a busy IT support environment across multiple customers or locations.
• Strong troubleshooting across Microsoft 365, Windows, networking, and business applications.
• Familiarity with Exchange Online, SharePoint Online, OneDrive, and Entra ID.
• Experience with Intune and mobile device management.
• Good communication and customer-first approach.

Responsibilities

• Manage and resolve 1st and 2nd line support tickets across Microsoft 365, Windows environments, networks, cloud services and business applications.
• Administer Microsoft 365 services including Exchange Online, Teams, SharePoint Online, OneDrive and Entra ID.
• Support Intune-managed devices across Windows, iOS and Android platforms.
• Troubleshoot user access, MFA, permissions and identity-related issues.
• Support Windows 10/11 environments, Windows Server, printing, networking, VPN and connectivity issues.

Skills

Microsoft 365

Windows troubleshooting

Networking basics

Customer service

Ticket management

Tools

PSA tools

RMM tools

Remote support tools

Azure

Microsoft Defender

Job description

Service Desk Engineer - 2nd Line

Department: Service Delivery - Prism

Employment Type: Permanent

Location: Cheshire

Compensation: £30,000 - £32,000 / year

Description

Service Desk Engineer - 2nd Line Based in Congleton, Cheshire (hybrid working available following successful probation) Salary: £30,000 per annum (up to £3,600 per annum, KPI-led and paid monthly)

Prism Solutions, part of the Focus Group family, is a Microsoft-focused managed technology provider helping organisations modernise, secure and maximise the value of their technology investments.

Working across Microsoft 365, Azure, cyber security, cloud infrastructure, networking, endpoint management, automation and AI, we're passionate about delivering outstanding technical support and building long-term partnerships with our clients.

As we continue to grow, we're looking for a customer-focused Service Desk Engineer (2nd Line) to join our busy Service Desk team in Congleton.

This is an exciting opportunity for an experienced IT support professional who enjoys solving technical challenges and delivering exceptional customer service.

Supporting a diverse portfolio of managed clients, you'll provide a mix of 1st and 2nd line technical support, taking ownership of incidents and service requests from initial diagnosis through to resolution. This is far more than a script-led helpdesk role. You'll have the opportunity to investigate issues, collaborate with wider technical teams and make a real impact on the customer experience.

Key Responsibilities

• Manage and resolve 1st and 2nd line support tickets across Microsoft 365, Windows environments, networks, cloud services and business applications.
• Administer Microsoft 365 services including Exchange Online, Teams, SharePoint Online, OneDrive and Entra ID.
• Support Intune-managed devices across Windows, iOS and Android platforms.
• Troubleshoot user access, MFA, permissions and identity-related issues.
• Support Windows 10/11 environments, Windows Server, printing, networking, VPN and connectivity issues.
• Monitor and respond to alerts relating to endpoint security, email protection, backups and device health.
• Maintain accurate ticket updates, documentation and knowledge base articles.
• Manage third-party supplier escalations and provide regular customer updates.
• Perform routine maintenance and service health checks.
• Identify opportunities for process improvement, automation and knowledge sharing.
• Collaborate closely with Engineering, Projects, Cyber Security and Change teams to deliver the best possible outcomes for clients.

Skills, Knowledge & Expertise

Essential Skills

• Experience within a busy IT support environment, ideally supporting multiple customers or locations.
• Strong troubleshooting skills across Microsoft 365, Windows desktops, networking and business applications.
• Working knowledge of:
  • Microsoft 365
  • Exchange Online
  • SharePoint Online
  • OneDrive
  • Microsoft Teams
  • Entra ID
  • Microsoft Intune
• Understanding of networking fundamentals including TCP/IP, DNS, DHCP, Wi-Fi and VPNs.
• Awareness of cyber security best practices including MFA, phishing protection and secure support processes.
• Excellent communication skills with a customer-first approach.
• Strong organisation, prioritisation and ticket management skills.

• Previous MSP or Managed Services experience.
• Exposure to Azure, Windows Server, Microsoft Defender, AVD/RDS or Microsoft 365 backup solutions.
• Experience working with PSA, RMM and remote support tools.
• Microsoft certifications or actively working towards them.
• Knowledge of hosted telephony or Microsoft Teams Phone solutions.

• Delivering excellent customer service and communication.
• Resolving tickets efficiently within agreed service levels.
• Providing high-quality troubleshooting and escalation notes.
• Reducing repeat incidents through documentation, knowledge sharing and proactive problem-solving.
• Consistently achieving strong KPI and customer satisfaction results.

Job Benefits

• Holiday Allowance - 24 days + bank holidays + birthday leave.
• Hybrid working options - performance depending.
• Enhanced maternity, paternity and adoption leave.
• Paid volunteering day * regular charity events.
• Wider company benefits across health, financial wellbeing, Pension etc.