Service Desk Engineer

Service Desk Engineer (2nd Line) - Microsoft / Windows - Hull

Are you a strong 1st liner ready for the next step, or a 2nd line engineer who wants a role with real variety?

We're working with a manufacturing business on the lookout for a 2nd Line IT Service Desk Engineer to join its Hull-based Service Desk. It's part of a lean, close-knit team where everyone gets stuck in, so you'll see the full picture rather than being boxed into one narrow queue.

What you'll be doing

This is a hands-on role with room to grow into more responsibility.

You'll be:

Supporting both 1st and 2nd line, from password resets to the more complex issues

Picking up escalations from the 1st line technicians when they can't resolve something on first fix

Guiding and coaching 1st line colleagues, helping to build the team's capability

Owning and improving the workstation build process: how devices are configured, deployed and decommissioned

Keeping accurate hardware and software asset records

Supporting production and shop-floor tech like label printers, handheld scanners and ERP/MES devices

Writing SOPs and knowledge base articles so fixes don't just live in people's heads

Getting involved in infrastructure projects, new site set-ups and technology rollouts

Working alongside the infrastructure and cyber security colleagues to triage incidents and support security initiatives

What they care about

Yes, they want solid technical foundations. But more than that, they want:

Someone with real passion for the work and the right attitude, not just someone ticking off tickets

Someone who wants to learn, work hard and do well

A clear communicator who can explain technical issues to anyone, and keep people informed when things go wrong

If you're a good, solid 1st liner who's ready to step up, that's welcome. If you're a confident 2nd liner (or even 3rd line looking for a change of pace), that's welcome too.

The technical bit

Experience supporting Windows and Microsoft 365 / Azure, including Active Directory / Entra ID, Intune / Autopilot (or SCCM), Exchange Online and SharePoint

Comfortable using ITSM tools and working to SLAs

Nice to have: ITIL Foundation

Full UK driving licence required

Why this is worth a look

You'll get genuine variety: service desk, builds, asset management, security and projects all in one role

It's a small team, so you'll have visibility and influence rather than being a small cog in a big machine

You'll report directly into the newly appointed Service Desk Team Lead, so there's real scope to learn from someone who's just stepped up themselves

There's a clear route to progress as the centralised support model grows

If you want a role where you can get stuck in, keep learning and make a visible impact, this is one to look at

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