IT Service Desk Engineer - 2nd Line

Love solving problems and providing a great service?

Were looking for a personable and proactive 2nd Line Service Desk Engineer to join our IT team at DERTOUR UK.

This is a hands-on role where youll use your technical knowledge to troubleshoot and resolve a wide range of IT issues, supporting colleagues across our Head Office, retail locations and specialist sites throughout the UK.

But for us, this role is about more than technical skills. Were looking for someone who is approachable, a great team player and genuinely passionate about providing a high level of service. Youll take ownership of problems, communicate clearly with colleagues and work collaboratively with the wider IT team to make sure issues are seen through to resolution.

If you enjoy getting to the bottom of technical problems while making sure the person at the other end receives a great experience, this could be a brilliant next move.

To apply, please submit your details, including a CV and Covering letter.

If you need extra support with your application,simply let us know. We value diversity, equity & inclusion. If you do require any additional support, please contact recruitment@dertour.co.uk, and a member of our team will be in touch to discuss how we can support you and any reasonable adjustments we can make.

What youll be doing

As part of our Service Desk team, youll provide second-line technical support across the business, helping to keep our people connected and our technology running smoothly.

Youll:

• Provide 2nd line support for IT incidents and service requests via phone, Microsoft Teams and our internal ticketing system
• Take ownership of support tickets from assignment through to resolution, maintaining service quality and meeting agreed SLAs
• Troubleshoot issues across Windows 11, Office 365, Active Directory, networks, Wi-Fi, hardware, printers and other business applications
• Build, configure and deploy IT equipment, including supporting new starters, movers and leavers
• Manage user accounts, permissions, security groups and access
• Document technical fixes and contribute to internal knowledge sharing
• Work closely with other IT teams and external suppliers to resolve more complex issues
• Support projects including hardware refreshes, site upgrades and service improvements
• Spot recurring issues and look for ways to improve the service we provide, This is a full-time, hybrid role based in Dorking. There may also be occasional travel to other UK sites, as well as some flexibility required around working hours to support business needs and specific IT projects. As part of this role, on call shifts are shared amongst the team, Tuesday to Tuesday approximately once every 5 weeks additional retainer and overtime payment provided.

Youll already have experience working in a 2nd Line Service Desk or Desktop Support role, ideally within a medium to large organisation.

Technically, youll be confident troubleshooting across Windows 11, Office 365 and Active Directory, with a good understanding of networking concepts including TCP/IP, DNS and DHCP. Youll also be comfortable diagnosing hardware issues and configuring end-user devices.

Just as importantly, youll be someone who enjoys working with people.

Youll be:

• Personable and approachable, with clear and professional communication skills
• A genuine team player who enjoys collaborating and sharing knowledge
• Customer and service focused, with a commitment to providing an excellent experience for colleagues
• Proactive and willing to take ownership of issues through to resolution
• Curious and keen to continue developing your technical knowledge
• Organised and methodical, with the ability to prioritise effectively
• Calm and adaptable when managing multiple priorities

Experience with Microsoft Intune, SCCM or Entra, IT onboarding and offboarding, Remote Desktop Services or cloud-based management tools would be an advantage, but isnt essential.

In return, youll enjoy a competitive package designed to support your wellbeing, lifestyle, and future:

• Competitive salary that recognises your experience and impact
• Perkbox membership access to discounts, rewards and everyday perks
• Company matched pension - to help you plan for the future
• Generous annual leave 25 days plus bank holidays, rising to 30 days with service
• Enhanced sick pay up to 6 weeks support when you need it most
• Your birthday off because its worth celebrating
• Electric Vehicle scheme through Octopus (salary sacrifice) to support greener travel
• Free annual travel insurance for you and your partner/family
• Long service awards to recognise your commitment
• Free eye tests
• Cycle to Work scheme
• Discounted holidays and exciting prize draws

DERTOUR UK is part of the DERTOUR Group, one of Europes leading travel groups and the travel and tourism division of the REWE Group.

Across the UK, our family of specialist travel brands includes Carrier, CV Villas, Explore, Inghams, Inntravel, Journey Latin America, Jules Verne, Kirker, Kuoni, Santas Lapland and Solmar Villas.

Our central teams provide support across these businesses in areas including HR, IT, Project Delivery, Sustainability and Risk Assurance.