Desktop Support Engineer​/2nd Line Technical Support Technician

Desktop Support Engineer / 2nd Line Technical Support Technician

A great opportunity working with a well-known brand for an IT support professional with strong troubleshooting and client-facing skills to deliver high-quality technical support within a managed services environment.

We have a fantastic new job opportunity for a Desktop Support Engineer / 2nd Line Technical Support Technician who will provide deskside and remote support to users across a busy client site.

As a Desktop Support Engineer / 2nd Line Technical Support Technician you will deliver remote and face-to-face troubleshooting, resolve technical incidents, support Microsoft desktop environments and ensure an excellent customer experience.

The Desktop Support Engineer / 2nd Line Technical Support Technician will also collaborate with the wider Service Desk team, follow ITIL processes and help maintain a high standard of service across the organisation.

To be considered you must complete an online test to see how you compare with other applicants. Reach the pass mark and you’ll be invited on to the next stage of the interview process.

• Provide Technical Support:
  Log and classify incidents raised in person, phone, email or via the ticketing system (Service Now), escalating any issues outside your skillset
• Troubleshoot Microsoft Operating Systems:
  Diagnose and resolve desktop OS issues
• Network Troubleshooting:
  Diagnose and isolate simple networking issues
• Troubleshoot Cloud Infrastructure Systems:
  Azure, EntraID
• Support User Lifecycle:
  Assist with new starter and leaver hardware and software setup
• Assist with Application Issues:
  Troubleshoot, resolve or expand customer-specific software queries
• Act as Onsite Ambassador:
  Maintain visibility and promote the value of onsite technical support when visiting client sites
• Manage Workload Effectively:
  Prioritise tasks and stay on top of competing demands
• Maintain High Ticket Quality:
  Ensure accurate, detailed and professional ticket updates
• Follow ITIL Processes:
  Adhere to incident, request, change and problem management procedures

• Proven experience in a similar IT support role with a solid technical background
• Strong client-facing communication skills with the ability to explain technical issues clearly
• Excellent written and verbal communication abilities
• Strong troubleshooting skills with the ability to work using your own initiative
• Ability to follow established processes and elevate issues appropriately to meet SLAs
• Highly organised with effective time-management skills

• Annual Salary up to £34,000 pro rata with a bonus up to £5,000
• Working in an inclusive environment
• Industry renowned training/certifications (sponsored by the company)
• Personal development time (with the use of Pluralsight training platform)
• Wide range of company benefits
• 23 days holiday (pro rata) when you start, plus bank holidays, then earn additional days with years of service
• Day off on your birthday
• And more!

Hybrid working from Home and the office in East London (E1) (3 Days per Week), with occasional site visits to Watford.

Salary £34,000 per annum + up to £5,000 bonus + benefits.

Full-Time, Permanent.

Ready to make your next career move? Apply Today for our Recruitment Team to review.

AWDO-P14161