Service Desk Engineer (2nd/3rd Line)

Service Desk Engineer (Escalation & Support)

Location: Hybrid (Working between home, Smethwick, and Birmingham office)

Hours: 40 hours per week

Salary: £30,000 – £40,000 per annum + £400 pcm car allowance

About the Role

We are representing a leading IT Managed Services Provider offering enterprise-grade computer services to a wide range of SME clients across the country. A new opportunity has arisen within their technical team for a senior Support Engineer providing remote and telephone support to a varied customer base.

Operating in a hybrid capacity between home, Smethwick, and a central Birmingham office, this role offers an excellent platform to develop technical expertise and grow within a dynamic, successful organisation. You will serve as a key escalation point and technical lead for major outages, acting as a mentor for other engineers on complex support issues. Operating as an external IT department for multiple clients (as well as an escalation point for internal IT support teams), you will bring deep hands-on infrastructure experience and familiarity with the core technologies outlined below.

Main Duties

• Take ownership of complex support calls as and when required.

• Act as an escalation point and technical lead for any major outages for both external clients and internal corporate networks.

• Drive issues through to complete resolution.

• Remain up to date with the latest technologies and platforms.

• Assist with cross-training and mentoring junior technical team members.

Essential Technical Skills

• Operating Systems: Microsoft Windows desktop OS installation and troubleshooting; Microsoft Windows Server.

• Microsoft Ecosystem: Microsoft Office (all recent versions including 365); Microsoft Exchange Server, Office 365, and Exchange Hybrid Deployment (message flow and mail server troubleshooting); Active Directory and Azure AD; Microsoft Teams deployment and troubleshooting.

• Networking & Comms: Strong networking skills (TCP/IP, L2/L3, VoIP, VLAN, Spanning Tree, Routing); WAN technologies (xDSL, FTTC, FTTP, 4G/5G, Leased Lines, Routers); Firewalls (NAT policies, bandwidth troubleshooting, traffic shaping—SonicWALL experience preferred, though full product training is provided); Controller-based wireless technologies.

• Infrastructure & Storage: Server hardware troubleshooting; SAN and shared storage (NFS, iSCSI, snapshotting, replication, cloning).

• Virtualization & Backup: Virtualization technology with strong experience in VMware vSphere and Hyper-V clustering; Backup software (Veeam / Acronis).

Desirable Skills

• SharePoint administration.

• Azure AD Connect, Azure MFA, Azure Conditional Access, and Azure Application Proxy.

• Microsoft Intune / Autopilot and MS Teams Voice.

• Previous MSP (Managed Service Provider) background.

Soft Skills & Approach

• Ability to work independently to solve support issues innovatively while recognizing when to collaborate or escalate.

• Commercial acumen to make sound decisions on behalf of customers.

• Strong communication skills (written and verbal), capable of engaging clearly at both a technical and end-user level.

• Analytical, methodical approach under pressure with strong ticket prioritization and documentation skills.

• Genuine drive to expand technical knowledge continuously.

Benefits Package

• Basic Salary: £30,000 – £40,000 per annum.

• Car Allowance: £400 per calendar month (pcm).

• Leave: 31 days’ holiday including bank holidays, with options to buy and sell annual leave.

• Health & Wellbeing: Bupa Private Medical Insurance, Life Insurance, and a 24/7 Employee Assistance Programme.

• Perks & Development: Udemy license for continuous learning, tailored benefits platform (retail, travel, gym discounts), discounted tech, and Electric Car Salary Sacrifice Scheme.

• Workplace: City centre office featuring free access to a gym, shower facilities, secure bike lockers, and an onsite café; Cycle to Work scheme; Paid Volunteer Leave.