IT Engineer Level 2

Salary: £30,000 - 30,000 per year

Requirements

• At least 12 months experience working in a second-line support role.
• Good knowledge of IT Service Desk delivery, including software and hardware solutions.
• An understanding of current industry trends, emerging technologies and best practice.
• A clear, professional and approachable communication style.
• The ability to explain technical steps clearly to non-technical users, both over the phone and remotely.
• A methodical and practical approach to problem solving, including the ability to identify and report back on root causes.
• Good interpersonal skills and a collaborative approach to working with colleagues and clients.
• The ability to remain calm, organised and supportive when managing competing priorities.
• The ability to work effectively and reliably to the required standard when working remotely.
• A full UK driving licence, due to the need to attend client sites when requested.
• The right to work in the UK.

Responsibilities

• Answer helpdesk calls or tickets and offer clear, professional guidance.
• Take responsibility for Level 2 technical issues and see them through to resolution.
• Resolve hardware and software issues remotely and on client sites where required.
• Complete tickets in line with agreed SLAs, priorities, best practice and quality standards.
• Escalate tickets to Level 3 when required, ensuring all details are clear and complete.
• Mentor Level 1 colleagues to review unresolved incidents and identify appropriate next steps.
• Accurately document completed work in the Knowledge Base to support shared learning and consistent service delivery.
• Support relevant project activity and RFCs.
• Liaise with external vendors where required to help identify effective solutions for clients.
• Support service improvement by identifying opportunities to improve the Service Desk environment and client experience.

Technologies

• Hardware
• Support
• Security

More

We are 1101, a trusted digital transformation partner helping businesses across the UK optimise their processes through practical advice, technology, strong security and dependable support. We are hiring an IT Service Engineer – Level 2 to join our growing Service Desk team in Sheffield, with hybrid working after probation. This is a full-time, permanent role with a 37.5-hour work week, and we offer career progression, paid training and certifications, flexible hours, Vitality membership, Bike-to-Work and EV car schemes subject to eligibility, plus a supportive team environment where contribution, development and service quality are valued. We are an inclusive employer and welcome applicants from all backgrounds, with reasonable adjustments available during the recruitment process.

last updated 30 week of 2026