IT Service Desk Engineer – Tier 2
Hybrid/Tunbridge Wells | Unlimited Holiday | Solve complex issues. Deliver better support.
Infinity Group are a innovative Microsoft Cloud Solution Partner based in the UK. We excel in providing award-winning IT Support, Digital Transformation, and Microsoft Dynamics 365 Consultancy services.
With a robust team of over 180 professionals, we operate from offices in Tunbridge Wells and London Paddington. Our exceptional work has earned us the prestigious title of Microsoft Partner of the Year for Dynamics Business Central.
We are dedicated to fostering a more productive and secure work environment for organizations utilizing Dynamics 365, Microsoft 365, and Azure.
Guided by core values of empathy, creativity, ambition, authenticity, and confidence, we celebrate diversity and strive to create a supportive and innovative work environment.
We are committed to the well-being and growth of our employees, and we prioritize continuous learning and development through fully funded training programs.
Our focus on people, expertise, and commitment to excellence underscores our mission to make a positive impact in the tech industry.
Role Overview:
As a Tier 2 IT Service Desk Engineer, you’ll take ownership of the more complex technical issues affecting our customers’ people and productivity.
The role exists to move escalated incidents towards a clear resolution, keep customers informed and prevent difficult problems from becoming recurring ones. You’ll work across Microsoft 365, identity and endpoint technologies, while helping Tier 1 engineers improve their troubleshooting, decision-making and confidence.
This is a customer-facing technical role for someone who understands that resolving the issue is only part of the outcome. How the customer experiences the process matters too
What you'll be doing:
- Diagnose and resolve escalated incidents across Microsoft 365, Windows endpoints, Entra ID, Exchange Online, Teams, Intune and associated workplace technologies. Apply structured troubleshooting rather than relying on temporary workarounds.
- Take responsibility for incidents from triage to resolution. Set clear expectations, maintain momentum and communicate in a way that gives customers confidence that their issue is understood and progressing.
- Prioritise work according to business impact and urgency. Deliver support within agreed service levels while applying secure administration, least-privilege access, device compliance and data-protection principles.
- Provide practical guidance and coaching to Tier 1 engineers. Help them improve diagnosis, ticket quality and decision-making so that more issues are resolved effectively at the first point of contact.
- Look beyond the immediate ticket to identify patterns, recurring faults and gaps in documentation. Turn those insights into stronger knowledge content, better working practices and fewer avoidable escalations.
- Work closely with senior engineers and specialist teams when deeper expertise is required. Ensure every escalation includes clear evidence, accurate notes and a defined customer impact, rather than simply passing the issue on.
Resolve complex customer issues
Own the customer outcome
Protect service quality and security
Strengthen Tier 1 performance
Reduce repeat incidents
Support a joined-up Service Desk
The kind of problems you’ll solve
- A customer cannot access a critical system and the initial troubleshooting has not identified the cause.
- Microsoft 365, Exchange Online, Teams or SharePoint issues are disrupting how a customer’s team works.
- An identity, permissions or multifactor authentication issue is preventing secure access.
- A Windows device, Intune policy or application deployment is failing or producing inconsistent results.
- An incident is moving between teams without clear ownership, progress or customer communication.
- A Tier 1 engineer needs help deciding what to test, what to prioritise or when to escalate.
- Similar incidents keep returning because the underlying problem has not been addressed.
- A service alert or operational event requires rapid assessment, action and escalation.
What sets you apart
- You take ownership rather than waiting for someone else to move the issue forward.
- You approach technical problems logically and know how to separate symptoms from underlying causes.
- You understand the commercial impact of downtime, poor communication and unresolved tickets.
- You explain technical issues clearly without making customers or colleagues feel out of their depth.
- You remain calm and structured when priorities compete or an incident becomes high pressure.
- You know when to keep investigating, when to involve others and how to escalate with useful context.
- You share what you know and measure your own success partly by how much stronger the wider team becomes.
- You are curious and adaptable, with the motivation to keep developing across Microsoft 365, endpoint management, identity, security and modern workplace support.
Your impact:
- You help protect service performance, reduce unresolved ticket volume and prevent senior technical resource from being pulled into poorly diagnosed escalations. Better resolution and stronger customer communication also support retention and the reputation of the wider business.
- You reduce disruption and make technical support feel clear, responsive and accountable. Customers know what is happening, what comes next and that someone is taking responsibility for restoring service.
- You improve the capability of Tier 1 engineers, strengthen the quality of technical documentation and help create a Service Desk that learns from recurring issues rather than repeatedly reacting to them.
On the business:
On customers:
On the team:
What it's like here:
- Ambitious, but not political
- High standards, but pragmatic
- People who care about doing things properly — not just hitting numbers
- Real ownership of how sales evolves
- Freedom to change things that don’t work
- A team open to being challenged and developed
- Direct access to leadership and influence over direction
You’ll get:
What you get:
- 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