2nd Line Field Engineer

Air IT Limited; Lincoln; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A dynamic IT services company is seeking a 2nd Line Field Engineer to provide on-site and remote support. You'll act as an escalation point for Service Desk Engineers, delivering exceptional technical support while maintaining strong relationships with clients. The ideal candidate has proven experience in technical support and excellent customer service skills. Join us for hybrid working options and numerous employee benefits.

Benefits

Hybrid working options

25 days annual leave + bank holidays

Ongoing learning and development opportunities

Cycle to work scheme & technology vouchers

Enhanced family leave

Qualifications

• Proven experience as a Service Desk Engineer.
• Strong knowledge of Microsoft Windows Server/Desktop environments.
• Understanding of networking technologies (TCP/IP, Firewall, Routing/Switching).
• Excellent customer service and communication skills.
• Valid UK driving licence required.

Responsibilities

• Deliver technical support to clients both on-site and remotely.
• Act as an escalation point for Service Desk Engineers.
• Log all activity in the CRM system.
• Build strong relationships with clients and team members.

Skills

Technical support

Customer service

Networking technologies

Microsoft Windows Server/Desktop

Microsoft 365

Tools

Microsoft 365

Azure Active Directory

InTune

Job description

2nd Line Field Engineer

Location: Nottingham/ Lincoln

Are you a skilled IT professional with a passion for solving technical challenges and delivering exceptional client service? We’re looking for a 2nd Line Field Engineer to join our dynamic team, providing on-site and remote support while acting as an escalation point for our Service Desk Engineers.

Responsibilities

• Deliver technical support to clients both on-site and remotely.
• Act as an escalation point for Service Desk Engineers, ensuring issues are resolved efficiently.
• Install, maintain, and troubleshoot hardware/software in line with company standards.
• Reconfigure systems and perform upgrades as required.
• Prioritise and respond to technical queries to meet KPIs and customer expectations.
• Log all activity in the CRM system following established procedures.
• Maintain accurate and up-to-date client site documentation.
• Participate in out-of-hours support on a rota basis.
• Uphold information security standards in line with our ISMS policies.
• Proactively develop your technical skills through self-study.
• Manage your support queue professionally, resolving calls in line with SLAs.
• Build strong relationships with clients and team members.
• Recommend improvements to client systems and services to enhance performance and service delivery.

Qualifications & Experience

• Proven experience as a Service Desk Engineer.
• Strong knowledge of Microsoft Windows Server/Desktop environments.
• Experience with Microsoft 365, Backup/DRaaS, Azure Active Directory & IaaS.
• Understanding of networking technologies (TCP/IP, Firewall, Routing/Switching).
• Excellent customer service and communication skills.
• Valid UK driving licence.
• Familiarity with InTune, Conditional Access Technologies, and Mimecast email security.

The Benefits

We believe in rewarding our team with perks that matter:

• Hybrid working options for better work-life balance
• 25 days annual leave + bank holidays
• Ongoing learning and development opportunities
• Cycle to work scheme & technology vouchers
• Enhanced family leave
• Celebration day – an extra day off to mark a special occasion
• Salary sacrifice pension
• 2 paid volunteer days to give back to your community
• Company social events & competitions
• Discount and Cashback Scheme
• Group Income Protection & Life Insurance
• EAP and Virtual GP Service

Why Air IT?

At Air IT, we’re more than just an employer – we’re a family. We celebrate diversity and are committed to equal opportunities for all. Join us in creating an inclusive environment where your work can truly shine.

Ready to make a difference?

Apply now and be part of something extraordinary.