> Markdown version of [/jobs/ext/4532236-2nd-line-deskside-support-engineer](https://www.wearedevelopers.com/jobs/ext/4532236-2nd-line-deskside-support-engineer). 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).

---

# 2nd Line Deskside Support Engineer

- **Company:** Vertex IT Solutions Limited
- **Location:** Rochester, United Kingdom
- **Salary:** £32,000 - £37,000
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Common Desktop Environments, Microsoft Office
- **Published:** November 3, 2026
- **Apply:** https://www.adzuna.co.uk/jobs/details/5950832717

## About the Role

* Excellent communication skills (written and verbal)
 * Keen attention to detail.
 * Organised and able to prioritise workloads and workflows.
 * Approachable and demonstrate outstanding customer service skills.
 * Self-starter who can help to formulate tactical plans to achieve department strategy.

Experience:

 * Experience within the customers related industry,
 * Previous experience of working within a multi-vendor environment on complex infrastructure advantageous.
 * Demonstrable experience negotiating difficult situations to a successful conclusion.
 * Previously worked within a Desk Side environment and understand ITIL best practice., * ITIL Foundation
 * Microsoft Office/Windows 10/365
 * Comptia A+

## Description

To act as a point of escalation of any technical issues which cannot be resolved by the 1st Line Service Desk Team and provide in-depth diagnosis and technical resolution of application and administrative IT problems through desk side resolution of technical issues., * Undertake work and activities which support the achievement of the IT Team objectives and in accordance to the customer's process and procedures.

 * Positively promote the IT Team in order to develop the team profile and that of the wider IT function.
 * Participate in internal meetings, as required, in order to share and develop knowledge and best practice.
 * Provide 'end to end' ownership of all incidents and service requests in order to ensure that problems are resolved effectively.
 * Be proactive and ensure that regular status updates are provided to open tickets.
 * Build and maintain strong and effective relationships with business users to ensure that service delivery meets their expectations.
 * Ensure that high standards of service are maintained and improved upon to ensure continuous improvement.
 * Investigate and resolve common desktop issues in order to ensure business continuity.
 * Thoroughly investigate issues in order to accurately assess what further action is required and whether the issue needs to be escalated to the 3rd Line Team.
 * Support others in the team in the achievement of their objectives.