Service Desk Engineer (2nd Line)London (North London)Hybrid (3 days onsite, 2 days remote) Occasional client travelAre you an experienced IT support professional ready to take the next step in your career? Do you enjoy solving complex technical issues while delivering outstanding customer service, both remotely and face-to-face? We''re looking for a skilled Service Desk Engineer (2nd Line) to join our dynamic Service Delivery Team.About the RoleAs a 2nd Line Service Desk Engineer, you will be at the forefront of delivering high-quality technical support to our clients. You''ll handle escalated incidents, proactive monitoring alerts, and on-site visits, while helping to mentor and develop the 1st Line team.Key ResponsibilitiesRespond promptly to technical support requests via phone, email, and ticketing systemDiagnose and resolve 2nd line and escalated tickets, as well as NOC monitoring alerts, within agreed resolution timesProvide face-to-face technical support through pre-scheduled client site visitsAccurately classify, prioritise, and document tickets with detailed notes throughout their lifecycleKeep clients and their IT teams regularly updated on ticket progressIdentify recurring issues and contribute to permanent solutionsCreate and maintain technical documentation and knowledge base articlesDeliver excellent customer service and a positive support experience at all timesManage your own ticket queue, triage effectively, and escalate where necessaryLiaise with third-party