2nd Line Service Desk Engineer

2nd Line Service Desk Engineer (Northwich)

Do you enjoy solving problems at pace, keeping customers informed, and helping businesses stay secure and productive? If you’ve got strong customer focus and solid hands-on IT support experience, this is a fantastic opportunity to step into an environment where your effort is valued and your technical skills will keep growing.

At Air IT Group, we help modern organisations across the UK by making technology simple, secure and stress-free. As a Managed Service Provider, we deliver Managed IT, Cyber Security, Cloud, Microsoft solutions, AI and automation—built around one principle: when support works well, everyone benefits.

This role is based in Northwich. You’ll join a team that cares about quality, communication and continuous improvement—so you can spend less time wrestling with repeat issues and more time delivering confident resolutions.

What you’ll be doing

As a 2nd Line Service Desk Engineer, you’ll take ownership of incidents and requests that go beyond 1st line triage. You’ll investigate, troubleshoot, resolve and document—ensuring issues are handled properly, escalations are meaningful, and customers feel supported throughout.

Your day-to-day will include:

• Provide 2nd line support across workplace technologies, including Windows environments, Microsoft 365, networking fundamentals, and common business applications
• Investigate and resolve technical incidents, applying strong troubleshooting and diagnostic skills rather than “quick fixes”
• Work tickets through to conclusion with clear customer communication, accurate updates and realistic expectations
• Contribute to knowledgebase improvements—documenting solutions so the next engineer (or customer) has a faster route to answers
• Coordinate with colleagues across IT, Cyber Security and Cloud functions to support more complex cases
• Identify trends and potential root causes, then help reduce repeat incidents through continuous service improvement
• Handle requests in line with service processes and quality standards, ensuring audit-ready records

The technical environment (what you’ll likely work with)

You’ll be supporting modern workplace setups and cloud-enabled operations. While exact tooling varies by client, you can expect to encounter:

• Microsoft 365 (Exchange Online, SharePoint, Teams)
• Windows client and server troubleshooting (AD basics, permissions and service-related issues)
• Endpoint support and practical problem-solving across common hardware/software scenarios
• Networking fundamentals (DNS, DHCP, connectivity, routing concepts) and collaborating on deeper investigations
• Security-aware support approaches, working with policies and escalation routes when required

What we’re looking for

You don’t need to tick every box, but you should be genuinely interested in solving IT issues thoroughly and communicating clearly. We’re especially keen to speak to people who can:

• Work at 2nd line level, handling incidents end-to-end and escalating appropriately
• Demonstrate a strong customer service mindset—calm, friendly and clear under pressure
• Show evidence of structured troubleshooting: checking, testing, isolating and confirming fixes
• Communicate updates in plain English and document accurately
• Be comfortable working with IT service tools and ticketing processes
• Take pride in continuous improvement—sharing knowledge and helping prevent repeat issues

If you hold relevant certifications (for example, Microsoft, ITIL, or security fundamentals), that’s a bonus—but we’re equally excited to meet candidates with strong practical experience and a learning mindset.

A role that helps you grow (not just keep up)

Technology changes quickly, and we understand that your career should keep pace too. In this role, you’ll build confidence by working tickets that stretch you—supported by a team culture that values learning and improvement.

You’ll also have the chance to contribute to better ways of working: improving knowledge articles, refining support processes, and identifying patterns that lead to more resilient services for our customers.

Benefits that genuinely make a difference

Joining Air IT Group means unlocking a world of perks and opportunities, including:

Time Off & Life Balance

• 25 days Annual Leave + 1 Celebration Day
• Annual Leave Purchase Scheme
• Paid Volunteering Days
• Enhanced Family Leave

Health & Wellbeing

• Virtual GP (24/7 access for you & family)
• Employee Assistance Programme (EAP)
• Eye care vouchers
• Group Life Assurance & Income Protection

Financial & Lifestyle Perks

• Reward Gateway shopping discounts and cashback
• Stakeholder Pension Scheme
• Recognition Platform (with monetary rewards)
• Mortgage Advice Services

Optional Benefits (Opt‑In)

• EV Car Scheme
• Cycle to Work
• Technology Vouchers

Additional Highlights

• Development:  We invest in technical training, professional qualifications, and ongoing development opportunities to help you build your skills and achieve your goals.
• Life at Air: Beyond your role, you’ll be part of a welcoming and active employee community, with regular social events, inclusive activities, and celebrations that bring colleagues together and make Air a great place to work.

Why candidates join (and stay)

Support isn’t just about tickets—it’s about trust. Our customers rely on us to keep their technology running and to respond quickly when something goes wrong. In this role, you’ll be doing the practical work that turns a frustrated situation into a clear, confident resolution.

If you want to be part of a team that values craftsmanship in IT, clear communication, and continuous improvement, you’ll feel at home here.

Ready for your next challenge?

Then apply for the 2nd Line Service Desk Engineer role and tell us what you enjoy most about supporting customers and improving services.

No Agencies Please

Air IT Group manages recruitment directly for the majority of our vacancies. While we work with a select group of approved partners when needed, we kindly ask that agencies do not contact us regarding this role or submit unsolicited CVs. Any CVs submitted without a prior agreement will not be considered, and no fees will be payable. Should we require agency support, we will reach out directly.