KEY ACCOUNTABILITIES

• Provide onsite support for our Luton (Marlborough House & Capability Green) Offices and regional offices: Respond to escalated desktop support requests and incidents, troubleshoot, and resolve complex technical issues related to hardware, software, and network connectivity.
• Incident management: Act as a point of contact for end-users, ensuring timely and effective resolution of technical problems while maintaining a high level of customer satisfaction.
• Problem diagnosis and resolution: Analyse and identify underlying causes of recurring issues, develop appropriate solutions, and implement preventive measures to minimize future incidents.
• Desktop infrastructure management: Install, configure, and maintain desktop operating systems, applications, and related software to ensure optimal performance and security.
• User administration: Manage user accounts, permissions, and access rights in desktop environments, ensuring adherence to security policies and procedures.
• Documentation and knowledge sharing: Create and update technical documentation, including knowledge base articles, standard operating procedures, and user guides to facilitate efficient support and knowledge sharing within the team.
• Collaboration and teamwork: Collaborate with other IT teams, such as network administrators and system administrators, to resolve cross-functional technical issues and participate in infrastructure improvement projects.
• Stay up to date with technology: Keep abreast of emerging technologies, trends, and best practices in the field of desktop engineering to provide innovative solutions and contribute to continuous improvement efforts.

EXPERIENCE

• Desktop support: Timely resolution of escalated desktop incidents and service requests.
• Problem management: Identification and resolution of underlying causes to minimise recurring incidents.
• Infrastructure management: Maintenance and optimization of desktop systems and applications.
• Customer satisfaction: Ensuring high levels of customer satisfaction through effective communication and problem resolution.
• Documentation and knowledge sharing: Creation and maintenance of accurate and up-to-date technical documentation.
• Collaboration: Active participation and contribution to cross-functional IT projects and initiatives.

TECHNICAL SKILLS

• Proficiency in troubleshooting hardware, software, and network connectivity issues.
• Strong knowledge of Windows desktop operating systems.
• Experience with desktop management tools, such as Microsoft SCCM and Intune.
• Understanding of networking concepts, protocols, and troubleshooting techniques.
• Knowledge of scripting languages, such as PowerShell or Bash, to automate desktop management tasks is a plus.
• Familiarity with remote support tools and ticketing systems.

QUALIFICATIONS

• Background or experience in IT support.
• Any relevant Microsoft certifications will be related to Desktop or Office 365 (beneficial).

THE ROLE

The 2nd Line Engineer plays a crucial role in providing technical support and ensuring the smooth operation of desktop systems and applications within an organisation. This position is responsible for resolving escalated desktop-related issues, managing, and maintaining desktop infrastructure, and delivering high-quality support services to end-users. You will be based in our Worcester office providing onsite support and periodically supporting regional offices across the UK to support our different offices.