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2nd Line Service Desk Engineer
ILUX Limited
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- Saint Ives, England, United Kingdom
- +3
- +8
- Saint Ives, England, United Kingdom
About
Location: St Ives, Cambridgeshire
Reports to: Service Desk Manager
At ILUX, our focus is simple — powering business success through IT.
We help our clients achieve transformation by combining technology, process, and people in a way that’s personal, professional, and practical. Our clients trust us to be consistent, customer-focused, and always a safe pair of hands.
As a 2nd Line Service Desk Engineer, you’ll be both a technical escalation point and the friendly face of ILUX. You’ll resolve complex technical issues remotely and on-site, take ownership from investigation through to resolution, and deliver an exceptional experience every time — blending technical skill with genuine care and attention to detail.
*Why Join ILUX?*
At ILUX, you’ll be part of a supportive, close-knit team that values trust, professionalism, and growth.
You’ll find:
* Variety and challenge, with a balance of field and remote work.
* Autonomy and ownership, with real influence over client experience.
* Ongoing development and certification opportunities to enhance your skills.
A culture built on collaboration, consistency, and doing things properly — where high standards and empathy go hand in hand.
*What You’ll Be Doing*
You’ll play a key role in delivering dependable, high-quality IT support across both the Service Desk and client sites.
* Act as an escalation point for the 1st Line team, resolving complex incidents calmly, consistently, and with precision.
* Provide remote and on-site support for end users and infrastructure, ensuring smooth operation of desktop, notebook, and peripheral devices.
* Deliver, install, and configure IT equipment at client sites, ensuring each setup meets ILUX standards for reliability and performance.
* Monitor and manage alerts and patching, identifying and resolving potential issues before they impact clients.
* Troubleshoot and resolve advanced technical issues across Microsoft 365, Azure, Windows Server, Active Directory, and networking (VLANs, VPNs, firewalls, DNS/DHCP, Wi-Fi).
* Work with cloud and virtualisation technologies, including Azure, AWS, Google Cloud, Hyper-V, and VMware.
* Collaborate with 3rd party suppliers to coordinate upgrades, investigations, and technical resolutions.
* Assist with site deployments and system implementations, ensuring efficient delivery and client satisfaction.
* Provide basic end-user training and guidance to help clients get the most from their technology.
* Maintain accurate documentation, updating asset records, ticket notes, and client information promptly.
* Create and update Knowledge Base articles to support consistent, high-quality service delivery.
* Support and mentor 1st Line colleagues, sharing knowledge and reinforcing ILUX’s high standards.
* Demonstrate efficient workload management, balancing remote work, travel, and client commitments.
Every action you take should reflect ILUX’s values — consistent quality, customer focus, problem solving, attention to detail, being a safe pair of hands, and a drive to improve.
*What You’ll Bring*
* Experience in a 2nd Line, Field Engineer, or hybrid Service Desk role, ideally within an MSP environment.
* Strong technical understanding of Microsoft 365 (MFA, SSO, OneDrive, Teams, SharePoint, Intune, Entra) and Windows OS.
* Experience with cloud technologies such as Azure, AWS, or Google Cloud.
* Knowledge of virtualisation platforms – Hyper-V, VMware, or Citrix.
* Good grasp of networking principles: TCP/IP, VLANs, DHCP, DNS, WAN/LAN/WLAN.
* Hands-on experience supporting hardware, printers, and mobile devices (iOS and Android).
* Excellent communication skills, able to explain technical details in plain English and build trust with clients.
* Calm and dependable under pressure, taking ownership to see issues through to resolution.
* Highly organised, able to manage multiple priorities and meet strict deadlines.
* Curious and proactive, always looking for smarter ways to deliver great results.
* A desire to hold or work towards (but not essential to join with) Microsoft certifications such as MS-900 (Microsoft 365 Fundamentals), SC-900 (Security, Compliance and Identity Fundamentals), or MD-102 (Endpoint Administrator Associate).
* Full UK driving licence and willingness to travel (with occasional overnight stays).
*Benefits*
* Competitive Salary: We value your hard work with a competitive salary, and we are open to negotiations.
* Generous annual leave: Take plenty of time off to recharge with 25 days holiday, plus days as you grow with us.
* Perkbox perks: Treat yourself with discounts, cashback and wellness benefits.
* Employee wellbeing: We've got your back with EAP, free to use counselling
* Need a Doc?: 24/7 access to GP services online, night or day, they are there for you and can also include family members.
* Personal development: We invest in you with tailored training and career growth.
* Employee Referral Scheme: Get rewarded for bringing great talent to our team.
* Qualifications: free access to Udemy for Business, and stay up-to-date with the latest technology skills.
* Get on your bike: Cycle to work scheme available for colleagues who like to travel by bike.
* Electric car scheme: Go green with this great tax-saving scheme that is great for your pocket and the environment, available after 2 years of continuous service.
Job Types: Full-time, Permanent
Pay: From £30,000.00 per year
Benefits:
* Cycle to work scheme
* Free parking
* On-site parking
* Referral programme
* Store discount
Experience:
* 2nd Line Service Desk: 2 years (required)
Work authorisation:
* United Kingdom (required)
Location:
* Saint Ives PE27 5JL (required)
Work Location: In person
Nice-to-have skills
- AWS
- Active Directory
- Azure
- Citrix
- Hyper-V
- TCP/IP
- VMWare
- Windows Server
Work experience
- System Engineer
- Network Engineer
- Systems Administrator
Languages
- English
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