Job Title: Field Service Engineer (2nd Line / ITIL Modern Service Desk) Location: HQ Harrogate and client sites across Yorkshire (Hybrid) Salary: 30,000 - 37,000 Requirements: Microsoft AZ-700 and ITIL Certification (Mandatory) Role Overview Are you a technical problem-solver who thrives on the variety of field-based work? Our client is growing the team again and now need a 2nd Line Field Engineer who values user experience as much as technical resolution. Unlike traditional reactive roles, you will be a proactive partner, utilizing ITIL 4 principles to not only fix hardware and software but to identify trends build security awareness. Key Responsibilities On-Site Technical Support: Provide high-level 2nd line support across multiple sites, covering O365, Active Directory, Networking (VLANs/Patching), and Hardware (Laptops, Mobile, VoIP). Champion the "Service Value Chain": Act as the face of IT on-site, ensuring that every interaction adds value and maintains high employee sentiment (XLAs). Root Cause Analysis: Work closely with the Problem Management team to identify recurring site issues and implement permanent fixes rather than "band-aid" solutions. Knowledge Sharing: Document site-specific nuances and create "How-To" guides. Project Delivery: Assist with infrastructure refreshes, site migrations, and new hardware rollouts. About You: Experience: At least 2-3 years in a 2nd Line or Field Support role within an ITIL-aligned environment / proven experience in providing ..... full job details .....