2nd Line Desktop Support Engineer
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Key skills for this role
Role Overview
The employer is recruiting an enthusiastic and experienced 2nd Line Desktop Engineer.
The role involves resolving technical issues, delivering projects, and helping develop the service offering.
The description also refers to developing the team with a 1st Line Technical Support Engineer.
Key Skills for This Role
Full Job Posting
About the employer
Established IT support provider delivering managed IT, cloud, and telecommunications services across the UK.
The company supports small businesses and growing SMEs and emphasizes customer service and technical expertise.
Role overview
The employer is recruiting an enthusiastic and experienced 2nd Line Desktop Engineer.
The role involves resolving technical issues, delivering projects, and helping develop the service offering.
The description also refers to developing the team with a 1st Line Technical Support Engineer.
Key responsibilities
- Triage inbound tickets through the ticketing portal and assign them to 1st Line Engineers.
- Act as an escalation point and resolve complex technical issues.
- Provide remote and telephone support for customer networks, cloud services, and business applications.
- Diagnose incidents involving desktops, laptops, servers, networking equipment, printers, and mobile devices.
- Manage tickets through resolution and record updates accurately in the helpdesk system.
- Prioritize tickets based on client impact and contractual SLA requirements.
- Escalate issues to senior engineers or third-party vendors when appropriate.
- Assist with Microsoft 365, Azure, and other cloud solution deployments.
- Support on-premise and hosted server and infrastructure environments.
- Build and configure equipment for customer installations and perform hardware repairs and upgrades.
- Prepare equipment for deployment, including asset tagging, software installation, and testing.
- Maintain asset records and liaise with suppliers on warranties, repairs, and technical support.
Skills and experience
- At least 2 years of experience in an IT support or managed services environment.
- Strong Microsoft 365 administration and support knowledge.
- Experience with Windows 10 and Windows 11 environments.
- Active Directory and Group Policy administration experience.
- Strong troubleshooting and diagnostic skills.
- Experience supporting desktop hardware, laptops, and peripheral devices.
- Knowledge of TCP/IP, DNS, DHCP, routing, and switching.
- Experience with helpdesk ticketing environments.
- Excellent communication and customer service skills.
- Full UK driving licence.
Desirable experience
- Microsoft Entra ID, Microsoft Azure, Hyper-V or VMware, backup solutions, cybersecurity, endpoint protection, VoIP, or Microsoft certifications are desirable.
- Living within 25 miles of Chesterfield is listed as desirable.
Benefits and development
- Competitive salary based on experience, 20 days annual leave plus bank holidays, and a company pension scheme.
- Free on-site parking with EV charging facilities and modern air-conditioned offices.
- Ongoing training, certification opportunities, and career progression.
- Friendly and supportive team environment.
Employment and compensation
- Job type is stated as full-time and permanent.
- Pay is from £29,000 per year.
Workplace
- Work location is in person at the Chesterfield office.
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