> Markdown version of [/jobs/ext/3248500-it-service-desk-engineer-2nd-line](https://www.wearedevelopers.com/jobs/ext/3248500-it-service-desk-engineer-2nd-line). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Desk Engineer - 2nd Line - **Company:** DERTOUR UK - **Location:** Dorking, UK - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Business Software, Computer Networks, Issue Tracking Systems, Microsoft Office, System Center Configuration Manager, Remote Desktop Services, TCP/IP, Wi-Fi Technology, Microsoft InTune, Information Technology, User Accounts - **Published:** September 23, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=4f5d849f9ae312eb ## About the Role 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. ## Description 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. ## Related Videos - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [MCP Mashups: How AI Agents are Reviving the Programmable Web](https://www.wearedevelopers.com/videos/1392-mcp-mashups-how-ai-agents-are-reviving-the-programmable-web) - [Full-stack role-based authorization in 45 minutes](https://www.wearedevelopers.com/videos/312-full-stack-role-based-authorization-in-45-minutes) - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1146-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) ## Related Articles - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Finding IT & Technology English-speaking Jobs in Germany ](https://www.wearedevelopers.com/magazine/446-finding-it-technology-english-speaking-jobs-in-germany) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Where To Find Software Engineering Jobs](https://www.wearedevelopers.com/magazine/396-where-to-find-software-engineering-jobs)