FYRE Global
Service Desk Engineer
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Service Desk Engineer (2nd Line) - Microsoft / Windows - Hull
Are you a strong 1st liner ready for the next step, or a 2nd line engineer who wants a role with real variety?
We're working with a manufacturing business on the lookout for a 2nd Line IT Service Desk Engineer to join its Hull-based Service Desk. It's part of a lean, close-knit team where everyone gets stuck in, so you'll see the full picture rather than being boxed into one narrow queue.
What you'll be doing
This is a hands-on role with room to grow into more responsibility.
You'll be:
- Supporting both 1st and 2nd line, from password resets to the more complex issues
- Picking up escalations from the 1st line technicians when they can't resolve something on first fix
- Guiding and coaching 1st line colleagues, helping to build the team's capability
- Owning and improving the workstation build process: how devices are configured, deployed and decommissioned
- Keeping accurate hardware and software asset records
- Supporting production and shop-floor tech like label printers, handheld scanners and ERP/MES devices
- Writing SOPs and knowledge base articles so fixes don't just live in people's heads
- Getting involved in infrastructure projects, new site set-ups and technology rollouts
- Working alongside the infrastructure and cyber security colleagues to triage incidents and support security initiatives
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What they care about
Yes, they want solid technical foundations. But more than that, they want:
- Someone with real passion for the work and the right attitude, not just someone ticking off tickets
- Someone who wants to learn, work hard and do well
- A clear communicator who can explain technical issues to anyone, and keep people informed when things go wrong
If you're a good, solid 1st liner who's ready to step up, that's welcome. If you're a confident 2nd liner (or even 3rd line looking for a change of pace), that's welcome too.
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The technical bit
- Experience supporting Windows and Microsoft 365 / Azure, including Active Directory / Entra ID, Intune / Autopilot (or SCCM), Exchange Online and SharePoint
- Comfortable using ITSM tools and working to SLAs
- Nice to have: ITIL Foundation
- Full UK driving licence required
Why this is worth a look
- You'll get genuine variety: service desk, builds, asset management, security and projects all in one role
- It's a small team, so you'll have visibility and influence rather than being a small cog in a big machine
- You'll report directly into the newly appointed Service Desk Team Lead, so there's real scope to learn from someone who's just stepped up themselves
- There's a clear route to progress as the centralised support model grows
If you want a role where you can get stuck in, keep learning and make a visible impact, this is one to look at.
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