2nd Line Engineer

Job Description:
Role: Second Line Service Desk Engineer
Salary: £30,000 to £37,500 per annum (DOE)
Location: Hybrid (Norfolk) | Minimum one anchor day per week in our King's Lynn office
Reporting To: Service Desk Team Lead

About Workplace IT
Workplace IT provides CAF Compliant Co-Managed IT Services and Digital Safeguarding to large Health, Social Care, Housing, Education, Charity and Public Sector organisations across the UK.

As a Second Line Service Desk Engineer, you will be responsible for troubleshooting and resolving technical issues across Microsoft 365, Entra ID, Intune, networking and end-user technologies. Working within our Service Desk team, you will support some of the UK's largest Health and Social Care organisations whilst delivering exceptional customer service and technical expertise.

Key Responsibilities
Troubleshoot and resolve technical issues across Microsoft 365, Microsoft Entra ID, Intune and Azure environments.
Support and administer Multi-Factor Authentication, Conditional Access and Microsoft security controls.
Investigate and resolve Windows 11 workstation, laptop and mobile device issues.
Configure and support Microsoft Intune, Windows Autopilot and endpoint management solutions.
Diagnose and resolve wired and wireless networking issues.
Configure and support routers, switches, firewalls and wireless access points.
Collaborate with customer IT teams, third-party vendors and internal Workplace IT teams.
Maintain accurate and detailed ticket updates within our service management platform.
Follow agreed Service Level Agreements and customer processes.
Work closely with Service Coordinators to manage ticket progression and client communication.
Contribute to knowledge base articles, documentation and continuous service improvement initiatives.

Skills & Experience
A minimum of three years' experience working within an MSP, Service Desk or IT Support environment.
Strong knowledge of Microsoft 365 administration and troubleshooting.
Experience supporting Microsoft Entra ID, Intune and endpoint management technologies.
Good understanding of Multi-Factor Authentication, Conditional Access and Microsoft security solutions.
Experience supporting Microsoft 365 Business Premium security technologies would be advantageous.
Experience supporting Windows 11 environments.
Understanding of TCP/IP networking, switching, routing and wireless technologies.
Experience supporting firewalls, routers, switches and wireless networking infrastructure.
Strong troubleshooting and analytical skills.
Excellent written and verbal communication skills.
Experience working within structured operational processes and documentation standards.
A positive, reliable and professional approach to customer service.

What We Offer
Salary of £30,000 to £37,500 per annum depending on experience.
25 days annual leave plus Bank Holidays.
Contributory NEST Pension Scheme.
Private Healthcare Plan including health, dental and optical cover.
Personal Learning and Development Plan.
Monthly one-to-one reviews.
Clear progression opportunities into Senior Service Desk, Projects or Technical Leadership roles.
Collaborative and supportive team culture.
Regular team social events.
Dell laptop, dual monitors, docking station and headset.
Free on-site parking.
Free hot and cold drinks, snacks and fruit.

Working Pattern
Monday to Friday, 9:00am to 5:30pm.

Working Location
Hybrid working with a minimum of one anchor day per week in our King's Lynn office.
Additional attendance may be required for team meetings, training and business activities.

Location
Workplace IT Technologies
King's Lynn Innovation Centre
1 Innovation Drive
King's Lynn
Norfolk
PE30 5BY

Interview Process
Stage 1: 30-minute Microsoft Teams interview.
Stage 2: 60-minute face-to-face interview in King's Lynn.
Stage 3: Enhanced DBS check and employment references.