2nd Line Service Desk Engineer

At Kerv, we leverage the power of technology to help our customers stay ahead. We do this through our brilliant people who focus relentlessly on the customer and their needs, delivering world-class cloud solutions and digital transformation. Launched in July 2020, Kerv is a next-generation 'customer-first, cloud-first' provider, created to help customers achieve successful business outcomes in a new digital era.

About the role

The Senior Engineer role is a crucial technical position within the Kerv Transform Operations Department, responsible for providing advanced technical support, troubleshooting complex issues, and ensuring the smooth operation of IT systems and infrastructure. This role involves handling escalated support tickets, mentoring junior engineers, and contributing to the continuous improvement of service delivery.

All about You Key Responsibilities

• Advanced Troubleshooting: Resolve complex technical issues escalated from 1st line support, including software, hardware, and network problems
• Ticket Management: Manage and prioritise support tickets to ensure timely resolution and maintain detailed documentation of issues and solutions
• System Maintenance: Perform regular scheduled maintenance, and updates on IT systems and infrastructure to ensure optimal performance and security and reduce incidents via proactive support of the environments
• Client Interaction: Communicate effectively with clients to understand their needs, provide technical solutions, and ensure customer satisfaction
• Collaboration: Work closely with other IT teams, including 3rd line support and developers, to resolve complex issues and implement integrated solutions
• Mentorship: Provide guidance and escalation support to junior engineers, fostering their professional development and enhancing team capabilities
• Process Improvement: Identify and implement process improvements to enhance efficiency and effectiveness within the IT department
• Documentation: Maintain accurate records of issues, resolutions, and changes to procedures to build a comprehensive knowledge base

Qualifications

• Education: Bachelor's degree in Information Technology, Computer Science, or a related field; or equivalent, relevant certifications such as CompTIA A+, Microsoft Certified IT Professional (MCITP), or Cisco Certified Network Associate (CCNA) are beneficial
• Experience: Minimum of 5 years of experience in IT support, with at least 2 years in a 2nd line support role within an MSP or similar environment
• Proficiency in troubleshooting hardware, software, and network issues
• Strong knowledge of operating systems (e.g., Windows, macOS) and network protocols (e.g., TCP/IP)
• Experience with Active Directory, user management, and security permissions
• Excellent problem-solving abilities and attention to detail
• Strong communication skills to interact with clients and explain technical concepts clearly
• Ability to work independently and collaboratively in a team environment
• Technical Expertise: Deep understanding of IT principles and practices, with the ability to apply them to complex issues
• Prioritisation: Management of your various workloads to ensure priority issues are dealt with appropriately and in a timely fashion.
• Client Focus: Strong client-facing skills, with the ability to understand and address client needs effectively
• Leadership: Ability to mentor and inspire junior engineers, fostering a collaborative and innovative work environment
• Adaptability: Flexibility to adapt to changing technologies and industry trends

Working Conditions

• Environment: Hybrid work environment with a mix of office and remote work.
• Travel: Occasional travel may be required for client meetings, site visits and conferences.
• On-Call: There is an on call rota that runs across the engineering team with a period of 1 full week (7 days) cover required by each engineer on a rolling basis.

You will live the Kerv values

• Think Customer First
• Team is everything
• Spread good vibes
• Do the Right Thing
• Build Future

At Kerv, we're building something special and we're building it to last. We want everybody to feel valued, included and love working together. With an uncompromising pursuit of amazing employee experience, we always strive to do the right thing. We believe and will relentlessly promote and support the power of diversity, equality and belonging, through collaboration and creating exceptional solutions together.

Location

• United Kingdom

Job Type

• Full Time

Application Closing Date

• 30th November 2025

Apply today