IT Support Engineer

Vertex IT Solutions Limited
York, United Kingdom
4 days ago

Role details

Contract type
Permanent contract
Employment type
Full-time (> 32 hours)
Working hours
Regular working hours
Languages
English
Compensation
£ 30K

Job location

York, United Kingdom

Tech stack

Microsoft Windows
Information Technology

Job description

We are recruiting on behalf of a leading Managed Service Provider (MSP), delivering IT services into a government department. This is an excellent opportunity to join a professional IT team supporting a secure, enterprise-scale environment where you'll play a key role in delivering high-quality deskside support to end users.

As a Deskside Technician, you will act as the escalation point for technical issues that cannot be resolved by the 1st Line Service Desk. You'll provide hands-on technical support, take ownership of incidents through to resolution and deliver an exceptional customer experience.

Key Responsibilities

  • Provide 2nd Line deskside support for hardware, software and application issues.

  • Act as the escalation point for technical incidents from the Service Desk.

  • Take ownership of incidents and service requests through to successful resolution.

  • Troubleshoot desktop, laptop, peripheral and Microsoft Windows issues.

  • Diagnose technical faults and escalate to 3rd Line Support where appropriate.

  • Keep users informed with regular updates throughout the incident lifecycle.

  • Build strong relationships with end users and provide excellent customer service.

  • Support continuous service improvement initiatives and follow ITIL best practice.

  • Work collaboratively with wider IT teams to ensure outstanding service delivery.

Requirements

  • Previous experience in a Deskside Support, IT Support or 2nd Line Support role.

  • Strong knowledge of Microsoft Windows 10/11 and Microsoft 365.

  • Excellent troubleshooting and diagnostic skills.

  • Experience working within an enterprise or large-scale IT environment.

  • Strong communication and customer service skills.

  • Ability to prioritise workload and manage multiple incidents simultaneously.

  • Experience working within an ITIL environment is desirable.

  • Previous experience supporting public sector or government environments would be advantageous.

Desirable Qualifications

  • ITIL Foundation

  • CompTIA A+

  • Microsoft certifications or equivalent experience

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