Job verified 11 hours ago

2nd Line Service Desk Engineer Stoke-On-Trent

Dee Set·Stoke-on-Trent (West Midlands (Region))

£26 797 / year

Vox Summary

Role Overview: Provides 2nd line IT support across hardware, software, network issues, and operational technology, ensuring efficient incident resolution and user communication.
Key Responsibilities: Troubleshoot hardware, software, mobile devices, and network problems; support user onboarding; create documentation; collaborate with third-line teams; support projects and improvements.
Technical Skills: Active Directory / Entra ID, Azure, networking (DNS, DHCP), MDM solutions, endpoint security, PowerShell, Windows 10/11, end-user devices.
Core Behaviours: Customer focus, ownership, teamwork, proactive improvement, training ability, curiosity, adaptability, effective under pressure.
Conditions & Interfaces: Supports IT Service Desk, infrastructure teams, business owners, external suppliers, and reports to IT Operations Manager.

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Job description

2nd Line Service Desk Engineer Purpose of the role: Deliver high-quality IT support across Acosta Europe, ensuring reliable, secure, and efficient services that enable a positive user experience across business systems, infrastructure, and operational technology. Scope of Support Supports services across the IT landscape, including: • Service Desk: Incident, Request & Problem Management • Business Systems: Reapp Perform, COPS, Business Central, iTrent, Rydoo • Infrastructure & EUC: Devices, Azure, Active Directory, networking • Security & Access: Identity, endpoint protection, access control • Operational Tech: Warehouse scanners, printers, mobile devices Key Responsibilities: • Provide 2nd line support, troubleshooting hardware, software, mobile devices, and network issues • Take ownership of incidents through to resolution with clear user communication • Act as a key escalation point for 1st line and support training guidance • Maintain MDM asset records, and application catalogue • Collaborate with 3rd line teams and suppliers to resolve complex issues • Create and maintain documentation and knowledge articles • Support user training and onboarding for systems and tools • Identify and drive process improvements and efficiencies • Assist with projects, system enhancements, and technology evaluations • Ensure compliance with IT policies, standards, and security controls Technical Capability: • Active Directory / Entra ID administration • Azure fundamentals and cloud services • Networking: DNS, DHCP, LAN/Wi-Fi troubleshooting • MDM / BYOD solutions • Endpoint security and anti-virus tools • PowerShell (or similar) for basic automation • Service Desk / ITSM systems • Windows 10/11 environment support • End-user devices & peripherals Core Behaviours: • Strong customer focus and communication skills • Ownership mindset – accountable end-to-end • Effective under pressure with good time management • Collaborative and supportive team player • Proactive with a continuous improvement mindset • Ability to train, influence, and build relationships • Curious and adaptable to new technologies Key Interfaces: • IT Service Desk (1st Line) • Infrastructure & 3rd Line Engineers • Business system owners • External suppliers and partners • IT Operations Manager Measures of Success • SLA adherence and ticket resolution times First-time fix rate / reducti