Tier 2 IT Service Desk Engineer — Hybrid & Unlimited Leave

INFINITY GROUP; Tunbridge Wells; Hybrid; GBP 28,000 - 42,000; Full time

Benefits offered by this job

Unlimited annual leave

Private healthcare

Life assurance

Company shares

Electric car scheme

Flexible / remote working

Job summary

Infinity Group in the UK is seeking a Tier 2 IT Service Desk Engineer for a hybrid role based in Tunbridge Wells. You will handle complex incidents across Microsoft 365, identity and endpoint technologies to protect service quality and customer outcomes.

You’ll mentor Tier 1 engineers, drive proactive problem solving, and contribute to knowledge content. The role includes unlimited annual leave, private healthcare, company shares and flexible/remote working.

Qualifications

• Must have experience in an IT service desk environment.
• Strong knowledge of Microsoft 365 and identity/endpoint technologies.
• Excellent communication and customer-facing skills.

Responsibilities

• Resolve complex customer issues across Microsoft 365, Windows endpoints, Entra ID, Exchange Online, Teams and Intune.
• Own incidents from triage to resolution with clear communication.
• Protect service quality and security within agreed SLAs.
• Coach Tier 1 engineers to improve diagnosis and ticket quality.
• Identify patterns to reduce repeat incidents and improve docs.
• Collaborate with senior engineers and specialist teams as needed.

Skills

Customer-facing communication

Structured troubleshooting

Ownership

Collaborative work

Tools

Microsoft 365

Windows endpoints

Entra ID

Exchange Online

Teams

Intune

Job description

Infinity Group in the UK is seeking a Tier 2 IT Service Desk Engineer for a hybrid role based in Tunbridge Wells. You will handle complex incidents across Microsoft 365, identity and endpoint technologies to protect service quality and customer outcomes.

You’ll mentor Tier 1 engineers, drive proactive problem solving, and contribute to knowledge content. The role includes unlimited annual leave, private healthcare, company shares and flexible/remote working.