Ashford, Kent | £30,000–£35,000 depending on experience
Permanent | Office-based with client site visits | Full driving licence required

• Are you an IT Support Engineer ready to take the next step in your career?
• Would you enjoy combining service desk troubleshooting with hands-on work at client sites?
• Are you looking for an opportunity to broaden your technical skills through training and practical experience?

We’re recruiting a 2nd Line Service Desk Engineer in Ashford on behalf of an established Managed Service Provider supporting businesses across Kent, London and the South East.

This opportunity would suit an engineer already working at 2nd line level, or a strong 1st line engineer who is confidently resolving more complex issues and feels ready for greater responsibility. Your practical skills, approach to troubleshooting and ability to support customers matter more than your current job title.

With a salary of £30,000–£35,000 depending on experience, this permanent position offers a varied mix of remote support, office-based troubleshooting and visits to customer sites.

Why consider this opportunity?

If you enjoy understanding how things work and getting to the bottom of technical problems, supporting multiple customer environments can give you plenty to get involved in.

Our client provides managed IT support, cloud services, networking and cyber security solutions. You’ll work with different businesses, users and systems, building your experience beyond a single IT environment.

Some issues will need careful remote investigation. Others will call for a practical approach at a customer’s premises. That variety makes this an opportunity for someone who enjoys both service desk work and hands-on technical support.

You’ll also have access to training and development opportunities, including relevant Microsoft certifications, helping you build on your existing knowledge while working alongside experienced engineers.

What will you be doing?

As a 2nd Line Service Desk Engineer, you’ll take ownership of escalated incidents and service requests, investigate the underlying problem and keep customers informed through to resolution.

You’ll work closely with the wider technical team, knowing when to continue investigating independently and when to escalate with clear notes explaining what you’ve already checked.

Your responsibilities will include:

• Resolving 2nd line IT support incidents remotely and at client sites.
• Troubleshooting Windows desktops, Microsoft 365, user accounts, applications and connectivity problems.
• Supporting Exchange Online, Microsoft Teams, SharePoint and OneDrive.
• Administering users, groups and permissions within Active Directory and Microsoft Entra ID.
• Assisting with device configuration, deployment and management using Microsoft Intune.
• Investigating networking issues involving TCP/IP, DNS, DHCP, Wi-Fi and VPN connections.
• Installing and configuring laptops, desktops, peripherals and other IT equipment.
• Managing your ticket queue, prioritising requests and working within agreed service levels.
• Recording troubleshooting steps and resolutions accurately.
• Contributing to technical documentation, sharing knowledge and assisting with IT projects and rollouts.

Customer service is central to the role. You’ll explain technical issues in plain English, set realistic expectations and help users feel confident that their problem is being handled.

What experience do you need?

You’ll have experience in an IT support or service desk position, with practical examples of investigating issues beyond basic initial checks.

Perhaps you’re already a 2nd line engineer looking for more variety. Alternatively, you may be working at 1st line but regularly taking ownership of more involved problems and looking for the opportunity to progress.

We’re interested in hearing from candidates with:

• Practical Windows desktop and Microsoft 365 support experience.
• Working knowledge of Active Directory, account administration and user permissions.
• An understanding of networking fundamentals and connectivity troubleshooting.
• Experience diagnosing hardware, software and operating system problems.
• Clear communication skills and a customer-focused approach.
• A calm, methodical approach to fault finding.
• The ability to prioritise competing requests and take responsibility for resolving issues.
• A full driving licence and willingness to visit client sites.

Previous MSP experience would be an advantage, particularly if you’re comfortable switching between different customer environments. However, applications are also welcome from engineers with relevant in-house IT support experience.

Exposure to Intune, Microsoft Entra ID, Windows Server, backup solutions, endpoint security or PowerShell would be useful. You don’t need to be an expert in every technology listed. A solid support foundation and an interest in developing your skills are important.

Location and working arrangements

You’ll be based at our client’s office in Henwood, Ashford, Kent, with travel to customer sites as required.

This is an office-based position, so you’ll need to be comfortable commuting to Ashford and combining service desk responsibilities with on-site support.

What’s on offer?

• A salary of £30,000–£35,000, depending on experience.
• A permanent position with an established Managed Service Provider.
• A varied combination of service desk support and client-site work.
• Exposure to different technologies and business environments.
• Training and development opportunities, including relevant Microsoft certifications.
• The opportunity to develop your technical knowledge alongside experienced engineers.

Ready for your next step in IT support?

If you enjoy solving problems, supporting customers and developing your technical knowledge, we’d like to hear from you.

Apply through Constant Recruitment with your CV for this 2nd Line Service Desk Engineer opportunity in Ashford.

We welcome applications from people of all backgrounds and are committed to a fair and inclusive recruitment process.