The role
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
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.
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- 28 days annual leave (rising to 31 following five years’ service) plus bank holidays
- A range of additional leave (compassionate, emergency, pregnancy related sickness, and disability leave for appointments)
- Pension scheme (10% employer contribution)
- Life assurance
- Cycle to Work scheme
- Annual company bonus opportunity
- Learning and development opportunities including academic sponsorship
- Occupational sick/maternity/adoption pay
- Access to HFL Extras, our online platform with a wide range of savings, discounts and cashback opportunities
- Paid leave entitlement to undertake voluntary work; we especially encourage school governors
- Hybrid flexible working with support on commuting expenses
- Employee Assistance Programme (EAP), which provides advice and support, including a counselling service
- Access to Mental Health First Aiders
- Modern office facilities
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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?
Please also complete and submit the HFL Equal opportunities monitoring form.
At a glance
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Contract: Permanent
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Hours: Fulltime 37 hours per week, 52 weeks per year
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Salary: FTE: £28,000
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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
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Closing date: 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.
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Interviews: Stage 1: Initial remote MS Teams, Stage 2: Face-to-face interview (details provided upon shortlisting)
Job outline
Contact us
We are a committed Disability Confident employer and a signatory of the BITC Race at Work Charter reflecting our continuing commitment to be unbiased across our recruitment and workplace practices.
We actively encourage suitably qualified applicants from all backgrounds to apply and to join us. We use an anonymous application process to ensure we always select candidates based on their skills and competencies. When two or more candidates have equal merit, the candidate with protected characteristics will have an advantage over others. This tie-breaker approach is described as positive action in the Equality Act 2010 and we believe strongly in the power of overcoming disadvantage.
If you are invited to interview, please be prepared to discuss the subject of unconscious bias with us. These conversations are extremely useful in giving us an idea of what working together will be like.
HFL is an equal opportunities employer, committed to building and celebrating an environment that is inclusive and equitable, in which everyone can flourish, regardless of race, age, sexuality, gender, disability, or status.