Job Description

Second Line Service Desk Engineer
Location: Home / King's Lynn (Hybrid), Norfolk
Salary: 35,000 - 45,000 per annum (DOE)
Hours: Monday to Friday, 9:00am - 5:30pm

About Workplace IT

Workplace IT is the UK's leading provider of Managed IT Services to the Health and Social Care sector. We deliver secure, reliable solutions to clients in complex, regulated environments across the UK.

The Role

We are seeking a Second Line Service Desk Engineer to join our growing technical service team. This position focuses on resolving technical issues, supporting clients infrastructure, and ensuring exceptional service across Microsoft 365, Azure, Intune, and client network environments.

You will work across a variety of support tickets requiring investigation and analysis, collaborating closely with our clients internal IT Teams, vendors such as Microsoft, TrendMicro and Draytek as well as our own team.

Key Responsibilities

Troubleshoot and resolve technical problems across Microsoft 365, Azure AD, and Intune.
Support and manage MFA configurations, conditional access, and security baselines.
Diagnose and resolve issues with Ubiquiti (Unifi) Wi-Fi and switch networks.
Configure and support Draytek routers and firewalls.
Collaborate with clients internal IT teams and technology vendors.
Maintain detailed, real-time ticket documentation using our PSA system ConnectWise.
Follow strict SLA (Service Level Agreements) and client processes.
Collaborating with our service coordinator team (Dispatcher) to manage ticket progress.
Contribute to the knowledge base and process improvement initiatives.

About You

Proven experience in a Second Line or higher IT support role.
Strong knowledge of Microsoft 365, Intune, Azure AD, and MFA.
Hands-on experience with Ubiquiti (Unifi) Wi-Fi and switching.
Configuration and troubleshooting skills with Draytek routers / firewalls.
Confident communicator with excellent written and verbal skills.
Analytical, methodical, and focused on delivering consistent exceptional service.
Experience working in an MSP or multi-client IT environment preferred.

Why Join Us

35,000-45,000 salary (dependent on experience).
25 days' holiday plus UK bank holidays (33 total).
Contributory NEST pension.
Ongoing technical training and certification support.
Personal learning plan with quarterly reviews.
Career progression opportunities into Project Delivery, R&D or Team Lead roles.
Collaborative, supportive UK based team.
Modern King's Lynn office with hybrid working.
Home working setup provided.

Location

You can be based anywhere in Norfolk or Suffolk.
Our team collaborate in our King's Lynn office 1 to 2 days per week and as needed.

Interview Process

Microsoft Teams interview.
In-person technical interview and scenario-based testing. (King's Lynn)
Online Personality profiling and DBS check.

Job Type: Full-time

Pay: 35,000.00-45,000.00 per year

Experience:

IT Service Desk: 3 years (required)
Work authorisation:

United Kingdom (required)
Work Location: In person