2nd Line Service Desk Engineer

2nd Line Service Desk Engineer - Nottingham

A market-leading IT Services Provider based in Nottingham is seeking a 2nd Line Engineer to join their internal IT support function.

They are a serious player within the networking/security/cloud industry and are seeking technology driven individuals to join them on their journey.

The internal IT support function is a paramount part of the business to ensure smooth running of operations across the board.

Working within a small, yet well-established internal function, you'll be responsible for supporting circa 400 internal users across the UK.

Key responsibilities:

• Provide 2ndLine support for all internal employees in the UK, both locally and remote


• Log all support/incident activity via a ticketing system, ensuring that all tickets are dealt with/escalated (whilst adhering to SLA's)


• Maintain and manage end user accounts in Active Directory, Exchange and other applications when required


• Ensure that software and firmware is updated to current versions


• Maintain local backups and services


• Configuration and maintenance of laptops across the business's IT estate


• Support queries regarding hardware, software and other technical related issues


• Process requests for software and hardware, including system selection and warranty processing


• Troubleshoot, maintain, test and configure end user telecommunications (software and hardware) telephone devices


• Always adhere to the businesses IT policies and procedures , including creating and updating documentation relating to their IT support procedures and processes

Personal specification:

• Previous experience working in an IT support environment


• Previous experience supporting some/all of the following: Active Directory, Windows 10, Mac knowledge, Office 2016, Office 365, Windows Server and Exchange, troubleshooting of hardware/software, imaging tools, enterprise AV and VPNs


• Be an effective communicator with the ability to break down technical terms to non-technical employees within the business


• Ability to work to tight deadlines/SLAs


• An IT degree and/or certification (MCP, CompTIA A+/N+/S+ etc.) would be beneficial however not mandatory


• Any networking knowledge would be highly advantageous however not mandatory

This is a full-time role.

Very flexible with working from home (2 days WFH, 3 days in Nottingham)

Excellent salary on offer of up to £35,000 plus numerous other attractive benefits; including a 4 day work week (compressed hours), 25 days holiday + bank (plus the opportunity to buy/sell up to 5 additional days), private medical insurance, competitive pension and numerous social events and awards.

Hybrid working, work from home 2 days per week.