IT Service Desk Engineer – Tier 2

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