2nd Line Service Desk Engineer

2nd Line Service Desk Engineer (London)

At Air IT Group, we make technology simple, secure and stress-free for modern businesses across the UK. We do that by bringing together talented people who enjoy turning technical problems into clear outcomes, and who believe that great customer experience is built on the details.

If you’re a practical, customer-focused engineer who likes getting under the hood when it matters most—then this role is for you. As a 2nd Line Service Desk Engineer, you’ll support our service desk operations, investigate and resolve incidents and service requests, and help improve the way technology works for our customers every day.

What you’ll be doing

You’ll act as a key escalation point within the service desk function. That means owning problems, communicating clearly, and ensuring that issues are dealt with to a high standard—whether they’re networking queries, Microsoft 365 concerns, printer and endpoint troubleshooting, or access and authentication complications.

Your day-to-day responsibilities will include:

• Provide 2nd line support across incidents, service requests and escalations, ensuring tickets are progressed efficiently and accurately.
• Investigate complex issues using available tools, logs and documentation, applying root cause analysis where appropriate.
• Diagnose and resolve problems across Windows environments, identity/authentication, endpoint management and common office technologies.
• Support Microsoft 365 and associated services, including administration and troubleshooting of user access, mail, collaboration and tenancy configuration.
• Work with networking fundamentals (such as DNS, DHCP and connectivity checks) to unblock users and stabilise services.
• Handle access issues professionally and securely—ensuring changes are made carefully, documented properly, and aligned to governance and best practice.
• Communicate clearly with customers and internal teams, providing timely updates and setting realistic expectations.
• Contribute to service improvements by suggesting updates to knowledge articles, workflows and escalation pathways.

What we’re looking for

We’re interested in engineers who combine technical capability with a calm, customer-first approach. You don’t need to know every system on day one—but you should be confident in troubleshooting and keen to learn, share knowledge and improve how things run.

To be successful in this role, you’ll likely bring:

• Experience in a service desk or support environment, including escalation handling and ticket ownership.
• Competence with Windows troubleshooting and practical problem-solving.
• Microsoft 365 awareness and hands-on troubleshooting for user/service issues.
• A working understanding of networking fundamentals (connectivity, DNS/DHCP concepts, and diagnosing access routes).
• Confidence using monitoring, ticketing tools, and documentation to maintain service quality.
• Strong communication skills—translating technical findings into clear, helpful updates.
• A commitment to security-minded working—following processes, protecting customer data and escalating concerns appropriately.

The kind of engineer who thrives here

You’ll enjoy this role if you like:

• Working through problems methodically—checking assumptions, validating outcomes, and learning from every ticket.
• Taking pride in customer experience—because the best technical solution is the one the customer understands.
• Sharing knowledge with colleagues—improving our internal support resources so fewer issues become repeated pain.
• Staying flexible—support environments move fast, and priorities can shift based on customer needs.

How you’ll fit in

This is a London-based role where you’ll be part of a supportive service desk team. You’ll handle escalations, work closely with colleagues across engineering and operations, and contribute to a culture where continuous improvement isn’t just encouraged—it’s expected.

You’ll be trusted to own tickets end-to-end, but you’ll never be left guessing: you’ll have documented processes, escalation routes, and team support to help you move quickly and safely.

What success looks like

In this role, you’ll be measured by outcomes—things like the quality of your investigations, ticket resolution performance, accurate documentation, and customer satisfaction through clear communication.

More than that, success means building confidence over time: spotting trends, reducing repeat incidents, and making the service desk better for everyone.

The Benefits

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.

Ready to take the next step?

If you want a role where your troubleshooting skills are valued, your customer communication matters, and your development is actively supported, we’d love to hear from you. Apply now and tell us about the support situations you’ve resolved and the systems you’re keen to build confidence in next.

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.