IT Support Engineer

We are recruiting on behalf of a leading Managed Service Provider (MSP), delivering IT services into a government department. This is an excellent opportunity to join a professional IT team supporting a secure, enterprise-scale environment where you'll play a key role in delivering high-quality deskside support to end users. As a Deskside Technician, you will act as the escalation point for technical issues that cannot be resolved by the 1st Line Service Desk. You'll provide hands-on technical support, take ownership of incidents through to resolution and deliver an exceptional customer experience. Key Responsibilities • Provide 2nd Line deskside support for hardware, software and application issues. • Act as the escalation point for technical incidents from the Service Desk. • Take ownership of incidents and service requests through to successful resolution. • Troubleshoot desktop, laptop, peripheral and Microsoft Windows issues. • Diagnose technical faults and escalate to 3rd Line Support where appropriate. • Keep users informed with regular updates throughout the incident lifecycle. • Build strong relationships with end users and provide excellent customer service. • Support continuous service improvement initiatives and follow ITIL best practice. • Work collaboratively with wider IT teams to ensure outstanding service delivery. Skills & Experience • Previous experience in a Deskside Support, IT Support or 2nd Line Support role. • Strong knowledge of Microsoft Windows 10/11 and Microsoft 365. • Excellent troubleshooting and diagnostic skills. • Experience working within an enterprise or large-scale IT environment. • Strong communication and customer service skills. • Ability to prioritise workload and manage multiple incidents simultaneously. • Experience working within an ITIL environment is desirable. • Previous experience supporting public sector or government environments would be advantageous. Desirable Qualifications • ITIL Foundation • CompTIA A+ • Microsoft certifications or equivalent experience If you're an experienced IT Support professional looking for your next challenge, we'd love to hear from you. This is a fantastic opportunity to work for a leading MSP supporting a government department, delivering critical IT services within a secure and professional environment.