2nd Line IT Service Desk Technician

Salary: £27,000 - 31,000 per year

Requirements

• At least 2 years experience working in an IT support, Service Desk or MSP environment.
• Strong knowledge of Windows 10, Windows 11 and Windows Server.
• Microsoft 365 administration and support experience.
• Working knowledge of Active Directory, Microsoft Entra ID and Group Policy.
• Understanding of DNS, DHCP, TCP/IP and network troubleshooting across LAN, WAN and Wi-Fi.
• Experience with file and share permissions management.
• Experience supporting Microsoft Office and remote support tools.
• Ability to troubleshoot PCs, laptops and peripherals.
• Minimum 5 GCSEs at Grade C or above, including Maths and English, or equivalent.
• Minimum Level 3 technical apprenticeship qualification or Diploma.
• Relevant Microsoft or CompTIA certification is advantageous.
• Strong analytical and problem-solving skills.
• Ability to work independently and take ownership of technical problems.
• Ability to communicate technical issues clearly to non-technical customers.
• Ability to manage multiple priorities in a busy Service Desk environment.
• Willingness to work hybrid, with a minimum of 3 days per week in our office near Penistone.
• Ability to travel independently to meet the office attendance requirement.

Responsibilities

• Provide second line technical support across education, SME and charity sector organisations.
• Diagnose, troubleshoot and resolve complex technical issues escalated from 1st Line Support.
• Own and resolve escalated 2nd Line incidents and service requests.
• Manage incidents and requests through to resolution while delivering an excellent customer experience.
• Communicate directly with customers, provide regular updates and manage expectations.
• Support and maintain Group Policy, DNS, DHCP, TCP/IP, file permissions and core infrastructure services.
• Resolve LAN, WAN, Wi-Fi and VPN connectivity issues.
• Support Microsoft Intune, endpoint management, backup, security and cloud service platforms.
• Provide support for education-specific systems, including MIS, finance and safeguarding applications where required.
• Act as a technical escalation point for 1st Line engineers and share knowledge.
• Escalate complex infrastructure, networking and project-related issues to 3rd Line teams with clear technical documentation.
• Maintain accurate ticket records, technical documentation and knowledge-base articles.
• Identify recurring issues, contribute to problem management and support continuous service improvement.
• Support colleagues with escalations and help develop the Service Desk through knowledge sharing and documentation.

Technologies

• Active Directory
• Cloud
• Support
• LAN
• Microsoft 365
• Microsoft Intune
• Network
• Security
• TCP/IP
• VPN
• Windows
• Office 365
• Azure
• Hyper-V
• SharePoint
• VMware

More

We are Blue Box IT, a growing and dynamic company with offices in Penistone and Sheffield, providing sector-focused IT support and services to education, SME and third sector customers. After almost 25 years of delivering bespoke IT support and innovative digital transformation projects, we continue to grow and are looking for an enthusiastic service desk engineer to join our team. This is a full-time hybrid role with a salary of up to £31k depending on experience, plus a comprehensive benefits package including pension, private medical insurance, death in service benefit, Cycle to Work scheme, free onsite parking, 24 days holiday plus statutory holidays, a No Work birthday, long service awards, regular team events and socials, and ongoing training and development. We offer a friendly, relaxed, focused and professional team environment with a strong customer service culture and a team of 26 experienced professionals.

last updated 34 week of 2026