Tier 2 Service Desk Engineer

About the role

Contract:         Permanent

Hours:             Fulltime 37 hours per week, 52 weeks per year

Salary:            FTE: £28,000

Location:          Hybrid working, consisting of 2 days in HFL Head Office, 3 days remote or onsite in an educational setting as required to meet business needs.

HFL Education is a not-for-profit organisation providing all the services, training and resources needed to deliver a great education to every child, to help them flourish and reach their full potential. Our Technology in Schools team provides a managed IT service to schools, settings and trusts that ultimately enhances educational outcomes. As an education provider, we understand the distinct uniqueness of schools, settings and trusts. That's why we offer cost-effective digital solutions that enhance technology in the classroom.

Lead, Deliver, and Shape TECHNOLOGY in Education

Join HFL EDUCATION TECHNOLOGY IN schools' team

Are you currently working in a Tier 1 service desk role and ready to take the next step in your IT career? This opportunity is ideal for someone looking to progress into a Tier 2 position, deepen their technical skills, and take on more responsibility within a supportive and forward-thinking team.

HFL Education is looking for a Tier 2 Service Desk Engineer to join our friendly and growing Technology in Schools team. This is a hands-on role focused on resolving escalated technical issues, supporting digital infrastructure across schools, and helping shape the future of IT in education.

WHY START YOUR CAREER WITH US?

• Make a real difference – support schools with IT services that directly enhance teaching, learning, and safeguarding
• Develop your career – opportunities to progress into senior support, projects, or technical consultancy roles
• Collaborative team culture – work with experienced engineers and contribute to a knowledge-sharing environment
• Flexible working – a hybrid model with a mix of office-based, remote, and school site visits

WHAT YOU’LL BRING

• Proven experience in 1st/2nd line IT support, ideally in multi-site or education environments
• Strong knowledge of Windows 10/11, Microsoft 365, and Active Directory administration
• Familiarity with networking fundamentals (DHCP, DNS, basic troubleshooting), printing solutions (e.g. PaperCut), and cloud platforms (Google Workspace or Microsoft Azure)
• Understanding of MDM platforms (e.g. Intune or Jamf) and excellent hardware support (laptops, tablets, peripherals)
• Excellent communication, customer service, and diagnostic skills
• A proactive and organised mindset with the ability to manage multiple priorities
• A full UK driving licence and access to a vehicle with business insurance

WHAT YOU’LL BE DOING

• Provide high-quality remote support to school staff, resolving technical issues effectively and in line with SLAs
• Troubleshoot and resolve escalated tickets from Tier 1 engineers, applying your technical expertise and judgement
• Keep clear and consistent communication with customers, ensuring they’re updated and informed
• Accurately triage, document, and escalate complex issues where appropriate
• Work closely with Tier 3 engineers and field staff to ensure issues are resolved collaboratively
• Maintain and update documentation, knowledge base articles, and support resources
• Identify recurring issues and suggest improvements to reduce repeat incidents

TECHNOLOGIES WE WORK WITH

• Microsoft 365, Entra\Azure, SCCM, Google Workspace, MDM
• Cloud platforms and wireless networks including UniFi, RedStor Backup, Sophos AV, PaperCut
• PCs, laptops, tablets, printers, and AV equipment

Benefits: a generous employer pension contribution, 28 days annual leave plus bank holidays (rising to 31 days after five-years) or the equivalent paid for Term Time employees, family-friendly policies, hybrid working, paid mileage, a cycle to work scheme, access to mental health and wellbeing support, company performance bonus, professional development opportunities, benefit schemes for discounts and cashback offers, and more.

Would you like to know more information about this opportunity? If so, further information can be found in the job outline. You can also contact Stephen King who would be happy to arrange a mutually convenient time for an informal chat if you email Stephen.king@hfleducation.org with your availability.

HOW TO APPLY

To apply, please email hfl.recruitment@hfleducation.org with a detailed CV along with a cover letter to include responses to the following questions, alternatively apply via our website:

• What qualities or experiences do you believe would positively contribute to the team?
• What drew you to this position, and why do you feel it's a good fit for you?
• In your next role, what skills or areas of knowledge are you most keen to grow or explore?

INTERVIEW PROCESS

Stage 1: Initial remote MS Teams
Stage 2: Face-to-face interview (details provided upon shortlisting)

As part of our move towards eradicating unconscious bias within the recruitment process, we will be anonymising your forms.

For recruitment queries, our Central Recruitment Team can also be contacted on the hfl.recruitment email address above. We would love to hear from you.

We will be reviewing applications on a rolling basis; we may close the advert if we find a suitable candidate. To make sure you don’t miss this great opportunity, please submit your application as soon as possible.

We are committed towards becoming an anti-racist organisation, and our recruitment statement is set out below in support of this.

HFL is committed to being an equal opportunities employer. We insist on the equal treatment of all current and prospective colleagues and will never condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.

HFL is also equally committed to becoming an anti-racist organisation and we encourage you to view our Anti-racist position statement which gives clarity on our anti-racist stance. In our relentless efforts to be an anti-racist organisation, we recognise the negative impacts of under representation and lack of diversity in our organisation, our education system and in all aspects of our society. Therefore, for recruitment into any HFL post, where we have 2 or more candidates of equal merit, candidates with protected characteristics will be given advantage over candidates without such characteristics. This is sometimes referred to as a ‘tie-breaker’ and is referred to as ‘positive action’ in the Equality Act 2010.

To help us meet our high standards and aspirations of a fully diverse and inclusive workplace, we strongly encourage suitably qualified applicants from all backgrounds to apply and to join us.

Please note that if you are invited to interview, we will expect you to be prepared to discuss unconscious bias with us; we find these conversations more than any others give us all a good idea of what working together will be like.