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IT Service Desk Engineer – Tier 2
Infinity Group UK. Take ownership of the health, performance and security of customer environments across Microsoft Azure and on-premises infrastructure .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in diagnosing and resolving incidents across Microsoft 365, Windows endpoints, and Azure infrastructure while applying secure administration and data-protection principles. Capable of providing guidance to Tier 1 engineers and improving service desk practices through effective documentation and collaboration.
Highest-signal resume keywords
Microsoft 365 Incident ResolutionMicrosoft Azure Infrastructure KnowledgeSecure Administration PrinciplesTechnical Troubleshooting SkillsCoaching Tier 1 Engineers
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Incident DiagnosisEscalation ManagementData-Protection PrinciplesDevice ComplianceLeast-Privilege AccessTechnical Documentation ImprovementService Level AdherenceProblem ResolutionFault IdentificationStructured Troubleshooting
Soft Skills
Effective CommunicationCalm Under PressureCuriosityAdaptabilityLogical Thinking
Tools & Technologies
Microsoft AzureMicrosoft 365Windows EndpointsEntra IDExchange OnlineTeamsIntune
Industry Keywords
Service DeskCyber SecurityOperational EventsCustomer ImpactKnowledge Management
Tech Stack
Tools & technologiesAzureCyber Security
About the role
Key responsibilities & impact- Take ownership of the health, performance and security of customer environments across Microsoft Azure and on-premises infrastructure
- Prevent avoidable infrastructure issues and resolve complex customer problems
- Ensure new solutions move smoothly into live service
- Diagnose and resolve escalated incidents across Microsoft 365, Windows endpoints, Entra ID, Exchange Online, Teams, Intune and associated workplace technologies
- Own incidents from triage through resolution, setting expectations and communicating progress
- Prioritise work according to business impact and urgency while meeting service levels
- Apply secure administration, least-privilege access, device compliance and data-protection principles
- Provide practical guidance and coaching to Tier 1 engineers
- Identify recurring faults and documentation gaps, improving knowledge content and working practices
- Collaborate with senior engineers, Service Desk, Cyber Security and project delivery teams
- Ensure escalations include clear evidence, accurate notes and defined customer impact
- Assess and escalate service alerts or operational events
- Improve technical documentation and help create a proactive, learning-oriented Service Desk
Requirements
What you’ll need- Experience diagnosing and resolving escalated incidents across Microsoft 365, Windows endpoints, Entra ID, Exchange Online, Teams, Intune and associated workplace technologies
- Knowledge of Microsoft Azure and on-premises infrastructure
- Understanding of secure administration, least-privilege access, device compliance and data-protection principles
- Ability to prioritise work according to business impact and urgency
- Ability to work within agreed service levels
- Ability to provide guidance and coaching to Tier 1 engineers
- Ability to identify recurring faults, patterns and documentation gaps
- Logical and structured technical troubleshooting
- Understanding of the commercial impact of downtime, poor communication and unresolved tickets
- Ability to explain technical issues clearly to customers and colleagues
- Ability to remain calm and structured under pressure
- Ability to escalate with useful context and clear evidence
- Curiosity and adaptability across Microsoft 365, endpoint management, identity, security and modern workplace support
Benefits
Comp & perks- Unlimited annual leave
- Private healthcare
- Life assurance
- Company shares
- Electric car scheme
- Flexible / remote working with access to Tunbridge Wells & Paddington
- Team and company socials, including Illuminate Awards
- Fully funded training programs
- Direct access to leadership and influence over direction
- Freedom to change things that don’t work