Tier 2 IT Service Desk Engineer - Remote & Unlimited Leave

OpenKrill; United States; On-site; USD 37,000 - 56,000; 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 is a UK-based Microsoft Cloud Solution Partner delivering IT support, digital transformation, and Microsoft Dynamics 365 consultancy. The Tier 2 IT Service Desk Engineer will own complex issues across Microsoft 365, identity and endpoint technologies, guiding Tier 1 engineers and reducing recurring incidents.

The role emphasizes delivering excellent customer experience, working in a hybrid setup with Tunbridge Wells and London offices, and participating in fully funded training

Responsibilities

• Diagnose and resolve escalated incidents across Microsoft 365, Windows endpoints, Entra ID, Exchange Online, Teams, Intune and associated workplace technologies.
• Take responsibility for incidents from triage to resolution. Set clear expectations and communicate progress to customers.
• Prioritise work according to business impact and urgency while applying secure administration and data-protection principles.
• Provide coaching to Tier 1 engineers to improve diagnosis and ticket quality.
• Identify recurring issues and contribute to knowledge content to reduce escalations.
• Collaborate with senior engineers and specialist teams to ensure clear escalation evidence and customer impact.

Job description

Infinity Group is a UK-based Microsoft Cloud Solution Partner delivering IT support, digital transformation, and Microsoft Dynamics 365 consultancy. The Tier 2 IT Service Desk Engineer will own complex issues across Microsoft 365, identity and endpoint technologies, guiding Tier 1 engineers and reducing recurring incidents.

The role emphasizes delivering excellent customer experience, working in a hybrid setup with Tunbridge Wells and London offices, and participating in fully funded training