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# 2nd Line Support Engineer

- **Company:** Capgemini
- **Location:** Inverness, UK (Remote available)
- **Contract:** Permanent contract
- **Skills:** Software as a Service, User Environment Management, SC Clearance, Servicenow
- **Published:** July 16, 2026
- **Apply:** https://uk.indeed.com/viewjob?jk=01b928356ee17e3e

## About the Role

* Experience of end user environments support.
 * High attention to detail and quality
 * Understanding of cloud / SaaS technologies (inTune desirable)
 * Understanding of End user experience (UX) (desirable)
 * Experience in live ticket resolution performed remotely with customer interaction

We are a Disability Confident Employer

Capgemini is proud to be a Disability Confident Employer (Level 2) under the UK Government's Disability Confident scheme. As part of our commitment to inclusive recruitment, we will offer an interview to all candidates who:

 * Declare they have a disability, and Meet the minimum essential criteria for the role.
*, To obtain SC clearance, the successful applicant must have resided continuously within the United Kingdom for the last 5 years, along with other criteria and requirements.

## Description

An exciting opportunity to work as part of a growing End User Services UK department supporting multiple high profile clients as part of the Capgemini portfolio. The role of Remote Second Line Support engineer will be a forward-thinking position, which supports the overall service provision for incident resolution as well as service improvement and shift left initiatives. The role also will include liaising with service desk knowledge managers to draft and test knowledge articles improving service desk operations. This is a mostly hybrid working role and the applicants must be prepared to be in the office 3 days per week with some out of hours testing if required.

Hybrid working: The places that you work from day to day will vary according to your role, your needs, and those of the business; it will be a blend of Company offices, client sites, and your home; noting that you will be unable to work at home 100% of the time.

Your role

 * Support 2nd line desktop incidents and issues across the desktop offering
 * Work with the Service Desk and Subject Matter Experts to encourage shift left and knowledge growth
 * Contact end users to resolve issues
 * Manage tickets within Service Now with good quality and timely updates
 * Triage ticket quality and identify areas of improvement for ticket quality
 * Continual improvement of end user services to maintain a high level of quality.

You can bring your whole self to work. At Capgemini building an inclusive future is part of everyday life and will be part of your working reality. We have built a representative and welcoming environment, for everyone.


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