2nd Line Field Engineer

• Deliver technical support to clients both on-site and remotely.
• Act as an escalation point for Service Desk Engineers, ensuring issues are resolved efficiently.
• Install, maintain, and troubleshoot hardware/software in line with company standards.
• Reconfigure systems and perform upgrades as required.
• Prioritise and respond to technical queries to meet KPIs and customer expectations.
• Log all activity in the CRM system following established procedures.
• Maintain accurate and up-to-date client site documentation.
• Participate in out-of-hours support on a rota basis.
• Uphold information security standards in line with our ISMS policies.
• Proactively develop your technical skills through self-study.
• Manage your support queue professionally, resolving calls in line with SLAs.
• Build strong relationships with clients and team members.
• Recommend improvements to client systems and services to enhance performance and service delivery.

• Proven experience as a Service Desk Engineer.
• Strong knowledge of Microsoft Windows Server/Desktop environments.
• Experience with Microsoft 365, Backup/DRaaS, Azure Active Directory & IaaS.
• Understanding of networking technologies (TCP/IP, Firewall, Routing/Switching).
• Excellent customer service and communication skills.
• Valid UK driving licence.
• Familiarity with InTune, Conditional Access Technologies, and Mimecast email security.

We believe in rewarding our team with perks that matter:

• Hybrid working options for better work-life balance
• 25 days annual leave + bank holidays
• Ongoing learning and development opportunities
• Cycle to work scheme & technology vouchers
• Enhanced family leave
• Celebration day - an extra day off to mark a special occasion
• Salary sacrifice pension
• 2 paid volunteer days to give back to your community
• Company social events & competitions
• Discount and Cashback Scheme
• Group Income Protection & Life Insurance
• EAP and Virtual GP Service

At Air IT, we're more than just an employer - we're a family. We celebrate diversity and are committed to equal opportunities for all. Join us in creating an inclusive environment where your work can truly shine.