Second Line Service Desk Engineer Salary: £27,000 - £32,500 DOE Location: Plymouth - Office-based with occasional fieldwork Are you a driven and solution-focused IT professional with a passion for delivering exceptional customer service? We're looking for a 2nd Line Service Desk Engineer to join our well-established, busy Service Desk team. The Role As part of a thriving team handling over 2000 new support requests monthly from a diverse range of clients, you'll play a key role in resolving technical issues and delivering outstanding service. Your responsibilities will include: ✅ Providing 2nd line technical support to a variety of businesses across different industries. ✅ Managing and monitoring the helpdesk, identifying issues, and implementing repairs or upgrades. ✅ Acting as a point of escalation for First Line Service Desk Engineers, offering guidance and support. ✅ Escalating issues to 3rd Line support where required. ✅ Supporting field engineers with your technical expertise and providing on-site support when needed. ✅ Researching, scoping, and implementing projects for both existing and new clients. ✅ Monitoring security threats and vulnerabilities, implementing security measures, and ensuring data security compliance. About You We are looking for someone who is: Customer-focused with strong interpersonal skills and an excellent phone manner. Solution-driven, with the ability to manage your own workload in a busy environment. A team player who knows when to persevere and when to seek support. Inquisitive, curious, and passionate about learning and developing your IT skills. Able to explain technical concepts in a clear and non-technical way. Essential Skills & Experience Minimum of 2 years’ experience working on a support desk or in an IT role. Strong knowledge of Microsoft 365 (Email concepts, SharePoint, OneDrive, Azure AD). Solid understanding of networking concepts (LAN, WAN, VLAN, Wi-Fi, IPSEC, VPN). Experience with Windows Servers (Active Directory, DHCP, DNS, GPOs, Print Management, AD Sync). Knowledge of onsite/offsite backup products and cloud storage solutions. A full driving licence. Excellent customer service skills. Desirable Skills Previous experience working in an MSP environment. Industry certifications such as CompTIA A (beneficial but not essential). What’s in It for You? Fully funded training and industry-recognised certifications to support your career growth. ️ 25 days of annual leave plus Bank Holidays, increasing by one day per year after five years of service. Enrolment in a Vitality Healthcare Scheme. One fully paid day per year to volunteer and give back to a charity or local cause of your choice. Regular social events to connect with your colleagues. If you're passionate about IT, thrive in a fast-paced environment, and want to be part of a supportive and dynamic team, we’d love to hear from you Apply today and take the next step in your IT career