2nd Line IT Service Desk Engineer (North London)

Full Job Description

In 2025, Outcomes First Group were officially certified as a ‘Great Place to Work’ for the sixth year running.

Job Title: 2nd Line IT Service Desk Engineer (North London)
Location: Home Based | Travel across sites in North London
Hours: 37.5 hours per week | Monday–Friday
Salary: Up to £35,000 per annum (dependent on experience)
Contract: Permanent | Full Time
UK applicants only | No sponsorship

We’re the UK’s largest independent provider of high-quality special needs education, empowering every child to thrive through personalised learning and opportunity.

About the Role

Provide 2nd line support services as part of a wider team of experienced engineers to assist with the company's progression. The post holder would be responsible for assisting, fixing and maintaining general service requests, incidents and problems and primarily based at one site in North London and with the intention to manage multiple sites across the area in the near future, escalating where necessary and assisting the wider IT Team with investigations and rollouts of new technology. 

Key Responsibilities:

• Troubleshoot and resolve incidents, major incidents, problems and service requests, providing regular updates to the end user.
• To be the first point of escalation for the 1st and 2nd line support engineers.
• Acting as the first point of contact for specific sites and managing site relationships.
• Work closely with the IT Service Desk Manager, to define and improve processes and Service Improvement Plans.
• Own, monitor and resolve incidents and requests in a timely manner, escalating where necessary to the IT Service Desk Manager.
• Liaise with 3rd Line and the Infrastructure team on infrastructure problems defining and agreeing remediation and/or improvement plans.
• Liaise with the Software and Applications team on application problems, contributing to remediation and/or improvement plans.
• Conduct root cause analysis of major incidents and problem records, contributing to the implementation of remedies and preventative measures.
• Manage and remediate Cyber and Infrastructure P1 incidents.
• Configure and maintain user permissions on Sharepoint or file servers.
• Contribute to building the knowledge base, sharing knowledge across the service desk and wider IT team.
• Install applications.

You Will Have:

Technical skills

• Experience with server environments (Windows) (essential)
• Knowledge of user account management and permissions (Active Directory/Microsoft 365/Azure/Google Workspace) (essential)
• Experience with cloud-based solutions (Microsoft 365/Google) (essential)
• Understanding of network technologies (Cisco Meraki, Smoothwall, LAN/WAN) (essential)
• Understanding of Jamf and/or Microsoft Intune (essential)
• Ability to troubleshoot application issues and perform scripting (essential)
• Knowledge of IT security and compliance (essential)
• Experience in troubleshooting and supporting hardware and software for various devices (essential)
• Understanding of virtualization (preferred)
• Experience with VOIP/Telephony solutions (Uboss) (preferred)
• Knowledge of network management tools (preferred)
• Understanding of network technologies (Cisco Meraki, Smoothwall, LAN/WAN) (preferred)

Experience and Skills:

• 3 to 5 years’ experience in 2nd/3rd line support role within a technical support desk or MSP (essential)
• Holds or is working towards a professional qualification in IT or a related degree (preferred)
• Strong knowledge of desktop and server platforms (essential)
• Proven experience operating in an ITIL framework (essential)
• Strong understanding of IT infrastructure and technical diagnostic skills (essential)
• Strong customer service skills (essential)
• Proven experience in knowledge sharing and creating knowledge base articles (essential)
• Broad technical knowledge of PCs/peripherals and their architecture (essential)
• Strong working knowledge of current software packages and operating systems (essential)
• Experience with service desk products (essential)
• Ability to manage site relationships and act as a first point of contact
• Attention to detail, ability to follow processes, and take ownership of tasks or issues
• Excellent communication, organisational and interpersonal skills
• Ability to learn, prioritize workload, and meet tight deadlines
• Ability to work on own initiative, tackle tasks proactively, address and resolve problems methodically
• Ability to diagnose faults in the hardware/software/operating systems
• Contributes to and supports team collaboration

Ability to work well with challenging customers and under pressure

Why Join Us?

Outcomes First Group is the UK’s largest independent provider of high-quality special needs education, operating across England, Scotland, and Wales.

Our divisional brands include Acorn Education, Options Autism, Blenheim Schools, and Momenta Connect.

By joining our central teams, you’ll help shape strategy, provide expert support, and drive continuous improvement across a growing organisation renowned for quality, impact, and innovation.

We value collaboration, professionalism, and creativity—offering opportunities to influence change at scale while staying true to our core values of care, aspiration, and inclusion.

Benefits

• Life Assurance
• Pension scheme with flexible contribution options
• “Your Wellbeing Matters” – mental and physical health support
• Family Growth Support, including enhanced maternity and paternity leave
• Flexible benefits via Vista (discounts, Cycle to Work, Electric Car Scheme, critical illness cover & more)

We are committed to safeguarding and promoting the welfare of children and young people. All applicants will be subject to social media checks and, if successful, an enhanced DBS.

We are an Equal Opportunities Employer.

We reserve the right to close this vacancy early if a high volume of suitable applications is received.

Outcomes First Group is committed to a fair, thorough, and efficient recruitment process in line with Keeping Children Safe in Education. While we aim to keep applicants informed, we cannot accept liability for any loss of earnings or costs due to delays in compliance processes.