Desktop Support Engineer / 2nd Line Technical Support Technician

We have a fantastic new job opportunity for a Desktop Support Engineer / 2nd Line Technical Support Technician who will provide deskside and remote support to users across a busy client site.

As a Desktop Support Engineer / 2nd Line Technical Support Technician you will deliver remote and face-to-face troubleshooting, resolve technical incidents, support Microsoft desktop environments and ensure an excellent customer experience.

The Desktop Support Engineer / 2nd Line Technical Support Technician will also collaborate with the wider Service Desk team, follow ITIL processes and help maintain a high standard of service across the organisation., Your duties as the Desktop Support Engineer / 2nd Line Technical Support Technician include:

• Provide Technical Support: Log and classify incidents raised in person, phone, email or via the ticketing system (ServiceNow), escalating any issues outside your skillset

• Troubleshoot Microsoft Operating Systems: Diagnose and resolve desktop OS issues

• Network Troubleshooting: Diagnose and isolate simple networking issues

• Troubleshoot Cloud Infrastructure Systems: Azure, EntraID

• Support User Lifecycle: Assist with new starter and leaver hardware and software setup

• Assist with Application Issues: Troubleshoot, resolve or escalate customer-specific software queries

• Act as Onsite Ambassador: Maintain visibility and promote the value of onsite technical support when visiting client sites

• Manage Workload Effectively: Prioritise tasks and stay on top of competing demands

• Maintain High Ticket Quality: Ensure accurate, detailed and professional ticket updates

• Follow ITIL Processes: Adhere to incident, request, change and problem management procedures

• Proven experience in a similar IT support role with a solid technical background

• Strong client-facing communication skills with the ability to explain technical issues clearly

• Excellent written and verbal communication abilities

• Strong troubleshooting skills with the ability to work using your own initiative

• Ability to follow established processes and escalate issues appropriately to meet SLAs

• Highly organised with effective time-management skills

A great opportunity, working with a well-known brand, for an IT support professional with strong troubleshooting and client-facing skills to deliver high-quality technical support within a managed services environment.

If you've also worked in the following roles, we'd also like to hear from you: IT Helpdesk Analyst, Technical Support Engineer, IT Technician, Deskside Support Technician, Second Line Support, Service Desk Analyst, IT Support Technician, 2nd Line IT Engineer.

SALARY: £34,000 per annum+ up to £5,000 Bonus + Benefits (see below), * Annual Salary up to £34,000 pro rata with a bonus up to £5,000

• Working in an inclusive environment

• Industry renowned training/certifications (sponsored by the company)

• Personal development time (with the use of Pluralsight training platform)

• Wide range of company benefits

• 23 days holiday (pro rata) when you start, plus bank holidays, then earn additional days with years of service

• Day off on your birthday

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