2nd Line Support Jobs   Found 3 Jobs, Page 1 of 1 Pages Sort by: Relevance Date

Senior Service Desk Engineer

Senior Service Desk Engineer – 12 Month FTC London – Hybrid Working £45,000 – £50,000We’re working with a well-known, public-facing organisation to recruit a Senior Service Desk Engineer on an initial 12-month fixed-term contract.Supporting an organisation of circa 2.5k IT end users across multiple UK sites, you’ll join a small and highly capable IT team providing hands-on 2nd line technical support across end-user computing, infrastructure, Microsoft technologies, business systems and telephony.You’ll take ownership of more complex technical issues escalated through the Service Desk, troubleshooting through to resolution while working closely with infrastructure teams, application teams and third-party technology providers.Alongside BAU support, you’ll contribute to a range of IT projects and improvement initiatives, including device deployments, upgrades and wider technology change.Core Responsibilities Provide 2nd line technical support across a broad Microsoft-based IT environment, taking ownership of incidents and service requests through to resolution Troubleshoot and resolve more complex hardware, software, endpoint, Microsoft 365 and infrastructure-related issues Manage escalated incidents within agreed SLAs, ensuring high standards of service and accurate documentation throughout Log, manage and maintain incidents, requests and changes within ServiceNow Administer Microsoft 365 and Active Directory, including user accounts, permissions, access and group management Support the configuration, deployment and ongoing management of laptops, desktops, mobile devices and other endpoints Troubleshoot Windows desktop and Windows Server-related issues Diagnose basic networking and connectivity issues across DHCP, DNS and TCP/IP Perform security administration and access-management activities Support IT projects including laptop builds, deployments, upgrades and technology rollouts Work closely with internal technical teams and third-party suppliers to resolve complex incidents Identify recurring issues and contribute to problem management, documentation and continual service improvement Maintain technical documentation and knowledge articles to support the wider IT function Skills & Experience Strong experience within a Service Desk, IT Support or 2nd Line Support environment Good technical knowledge of Windows 10/11, Microsoft 365 and Active Directory Experience supporting Microsoft Windows Server-based infrastructure Previous experience using ServiceNow or a similar enterprise ITSM platform Experience troubleshooting complex end-user hardware, software and connectivity issues Experience configuring and administering laptops, desktops, mobile phones and tablets Good understanding of networking fundamentals including DHCP, DNS and TCP/IP Experience working within an ITIL-aligned environment, with knowledge of Incident, Problem and Change Management Experience contributing to IT projects, deployments or technology rollouts Strong troubleshooting skills with the ability to take ownership of technical issues through to resolution Excellent communication skills and the ability to support users and stakeholders at all levels A proactive, positive approach with the ability to work effectively within a busy and varied technical environment London – Hybrid Working £45,000 – £50,000 Must be eligible to work in the UK. ....Read more...

Senior IT Technician

Senior IT TechnicianBarnsley Based (with travel to customer sites) | Full-Time, Permanent | 37.5 hrs/week , £38,000 - £42,000 pa depending on experienceAbout the RoleOur client is looking for an experienced, customer-focused Senior IT Technician to join their team. This is a varied role that blends advanced service desk support with hands-on project delivery — you'll be the escalation point for complex technical issues while also planning and delivering infrastructure projects, system deployments, and technology upgrades directly at customer sites.If you thrive on solving tricky problems, enjoy building genuine relationships with customers, and want a role where no two days look the same, we'd love to hear from you.What You'll Be Doing Providing 2nd and 3rd line technical support across telephone, remote access, email, and ticketing systemsDiagnosing and resolving complex IT incidents, acting as the go-to escalation point for 1st line technicians and apprenticesPlanning and delivering customer infrastructure projects end-to-end — from initial scoping through to handoverInstalling and supporting Microsoft 365, Azure, Windows Server, and Hyper-V environments, plus networking, firewalls, Wi-Fi, backup, and cyber security solutionsCarrying out site surveys, migrations, upgrades, and technical assessmentsBuilding strong customer relationships and acting as a trusted technical advisorMentoring junior engineers and apprentices, and championing best practice across the team What We're Looking For Extensive experience in an MSP or customer-facing IT support environmentStrong working knowledge of Microsoft 365, Azure, and Windows ServerSolid experience with networking, firewalls, backup, and disaster recoveryExcellent troubleshooting, communication, and organisational skillsA full UK driving licence Nice to Have Microsoft certificationsExperience with Watchguard, HP, Threatlocker or HuntressITIL Foundation certificationFamiliarity with ConnectWise Manage / Asio You AreCustomer-focused, highly organised, and comfortable juggling multiple priorities without losing sight of the details.You take pride in doing things properly — from ticket notes to project documentation — and you enjoy sharing what you know with less experienced colleagues. Apply now with your latest CV. INDLSEquals One is an advertising and recruitment agency working on behalf of our client to promote this vacancy. You may be contacted directly by the employer should they wish to progress your application. Due to the number of applications we receive, we are unable to provide specific feedback if your application is unsuccessful. ....Read more...

IT Service Desk Support Apprentice

Learning many aspects of providing support to customers, including helping users who have technical issues or need help with supporting applications Dealing with alerts and automated system monitoring Ensure that all systems and services are proactively maintained, monitored and supported to ensure that we are meeting set SLA's Monitor the Service Desk email inbox to respond to support calls logged via email Answer telephone and complete support issues from initial contact to resolution. Log all calls in the relevant Call Logging system Provide 1st and 2nd line support on calls assigned by a service desk team member or other Support Engineer Escalate incidents when required to 3rd parties, external resources, or others Investigate, diagnose and troubleshoot a wide variety of problems with network and computer hardware, device drivers, operating systems and application server software Write up support calls and maintain documents and records to a professional standard; for example, Request for Change (RFC's), Customer Build Logs and Tech Docs Attend the site and carry out any on-site support work as required Provide excellent customer service by understanding the business drivers, taking proactive action and providing clear communication Training:QA’s Cloud Network Specialist Level 3 apprenticeship programme enables the apprentice to: Follow a cloud-first curriculum, covering on-premise and cloud-enabled networking Learn about core networking principles, including network addressing, cloud, virtualisation and security Understand the principles, hardware, protocols and services that form part of on-premise, cloud and hybrid network architectures Train with QA – the largest and leading provider for both Microsoft and AWS training Learn technical content that aligns to, and is relevant to, employers and the market Learn about DevOps methodologies and the fundamentals of databases and data migration Tools and technologies learned: Learners will learn to use Microsoft Azure, AWS and Google Cloud.Training Outcome:Guaranteed job opportunity once completing the apprenticeship and qualifying. Many apprentices move into roles such as: IT Support Engineer Cloud Engineer Infrastructure Engineer Cyber Security Analyst Technical Consultant Employer Description:As a small company, we provide closer access to experienced engineers and leaders. Apprentices can benefit from a wider variety of responsibilities and more visibility within the business. The company focuses on Microsoft technologies and often supports staff in gaining Microsoft certifications. Our culture is built around learning, collaboration and opportunity. We want apprentices to feel supported from day one, develop valuable technical and professional skills, and build a long-term career in a fast-growing technology business.Working Hours :Monday to Friday, 9am- 5:30pmSkills: Problem solving skills,Logical,Team working,Patience and empathy,Friendly and approachable ....Read more...