IT Service Desk Engineer - Tier 2

IT Service Desk Engineer – Tier 2

Hybrid/Tunbridge Wells | Unlimited Holiday | Solve complex issues. Deliver better support.

What you'll be doing:

Resolve complex customer issues

Diagnose and resolve escalated incidents across Microsoft 365, Windows endpoints, Entra ID, Exchange Online, Teams, Intune and associated workplace technologies. Apply structured troubleshooting rather than relying on temporary workarounds.

Own the customer outcome

Take responsibility for incidents from triage to resolution. Set clear expectations, maintain momentum and communicate in a way that gives customers confidence that their issue is understood and progressing.

Protect service quality and security

Prioritise work according to business impact and urgency. Deliver support within agreed service levels while applying secure administration, least-privilege access, device compliance and data-protection principles.

Strengthen Tier 1 performance

Provide practical guidance and coaching to Tier 1 engineers. Help them improve diagnosis, ticket quality and decision-making so that more issues are resolved effectively at the first point of contact.

Reduce repeat incidents

Look beyond the immediate ticket to identify patterns, recurring faults and gaps in documentation. Turn those insights into stronger knowledge content, better working practices and fewer avoidable escalations.

Support a joined-up Service Desk

Work closely with senior engineers and specialist teams when deeper expertise is required. Ensure every escalation includes clear evidence, accurate notes and a defined customer impact, rather than simply passing the issue on.

The kind of problems you’ll solve

A customer cannot access a critical system and the initial troubleshooting has not identified the cause.
Microsoft 365, Exchange Online, Teams or SharePoint issues are disrupting how a customer’s team works.
An identity, permissions or multifactor authentication issue is preventing secure access.
A Windows device, Intune policy or application deployment is failing or producing inconsistent results.
An incident is moving between teams without clear ownership, progress or customer communication.
A Tier 1 engineer needs help deciding what to test, what to prioritise or when to escalate.
Similar incidents keep returning because the underlying problem has not been addressed.
A service alert or operational event requires rapid assessment, action and escalation.

What sets you apart

• You take ownership rather than waiting for someone else to move the issue forward.
• You approach technical problems logically and know how to separate symptoms from underlying causes.
• You understand the commercial impact of downtime, poor communication and unresolved tickets.
• You explain technical issues clearly without making customers or colleagues feel out of their depth.
• You remain calm and structured when priorities compete or an incident becomes high pressure.
• You know when to keep investigating, when to involve others and how to escalate with useful context.
• You share what you know and measure your own success partly by how much stronger the wider team becomes.
• You are curious and adaptable, with the motivation to keep developing across Microsoft 365, endpoint management, identity, security and modern workplace support.

Your impact:

On the business:

You help protect service performance, reduce unresolved ticket volume and prevent senior technical resource from being pulled into poorly diagnosed escalations. Better resolution and stronger customer communication also support retention and the reputation of the wider business.

On customers:

You reduce disruption and make technical support feel clear, responsive and accountable. Customers know what is happening, what comes next and that someone is taking responsibility for restoring service.

On the team:

You improve the capability of Tier 1 engineers, strengthen the quality of technical documentation and help create a Service Desk that learns from recurring issues rather than repeatedly reacting to them.

What it's like here:

Ambitious, but not political
High standards, but pragmatic
People who care about doing things properly — not just hitting numbers
You’ll get:
Real ownership of how sales evolves
Freedom to change things that don’t work
A team open to being challenged and developed
Direct access to leadership and influence over direction

What you get:

Unlimited annual leave
Private healthcare, life assurance, company shares
Electric car scheme
Flexible / remote working (with access to Tunbridge Wells & Paddington)
Team and company socials, including Illuminate Awards