Onsite IT Support Engineer / 2nd Line Desktop Support Technician

As an Onsite IT Support Engineer / 2nd Line Desktop Support Technician you will be responsible for delivering high-quality deskside support, managing incidents and service requests, and ensuring users receive timely resolutions to technical issues. When not scheduled on-site, you will work closely with the Service Desk team to provide remote support., Your duties as the Onsite IT Support Engineer / 2nd Line Desktop Support Technician include:

• Deskside Technical Support: Providing face-to-face technical support to end users and resolving IT issues efficiently
• Incident and Request Management: Logging, categorising, and managing incidents and service requests through the service management system
• Desktop Troubleshooting: Diagnosing and resolving issues related to Microsoft desktop operating systems and user devices
• User Lifecycle Support: Supporting new starters and leavers with hardware setup, software access, and equipment recovery
• Application Support: Troubleshooting customer-specific business applications and escalating to third-party vendors where required
• Client Engagement: Maintaining a visible on-site presence and acting as a professional ambassador for the onsite support service
• Ticket Management: Managing your call queue effectively, prioritising workload, and ensuring SLA adherence
• Customer Communication: Providing regular updates to users using appropriate communication channels
• Documentation Quality: Ensuring all ticket information is accurate, detailed, and of a high written standard
• Process Adherence: Following incident, request, change, and problem management processes in line with ITIL principles

• Previous experience in an onsite IT support, desktop support, or service desk environment
• Experience troubleshooting Microsoft Windows desktop operating systems
• Proven ability to provide high-quality customer service in a face-to-face support role
• Experience logging and managing tickets within a service management platform
• Strong organisational skills with the ability to manage competing priorities
• Clear communication skills with both technical and non-technical users

• Annual Salary up to £37,000 per annum with a bonus up to £5,000
• Working in an inclusive environment
• Industry renowned training/certifications (sponsored by the company) with bonuses for successful Microsoft accredited courses
• Personal development time (with the use of Pluralsight training platform)
• Wide range of company benefits
• 23 days holiday when you start, plus bank holidays, then earn additional days with years of service
• Day off on your birthday

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