Service Desk Engineer; 2nd Line Support

Role:
Service Desk Engineer (2nd Line Support)

Location: Shirley, Birmingham

This is a fixed term contract (6months duration) possible extension.

We are seeking a proactive and customer-focused IT Service Desk Engineer to join a busy and collaborative IT support team. In this role, you will provide high-quality technical support to a large and diverse user base, acting as a trusted point of contact for IT incidents, service requests, and ongoing technical guidance.

This is a varied, hands-on position that combines remote support, on-site assistance, and user training. You'll work closely with end users and wider IT teams to ensure systems remain reliable, secure, and efficient while delivering an excellent support experience.

• Act as the first point of contact for IT incidents and service requests.
• Log, manage, and resolve support tickets through the IT Service Management platform, ensuring adherence to SLAs.
• Provide 1st and 2nd line support via telephone, remote access tools, and face-to-face interactions.
• Support a range of hardware and software including desktops, servers, printers, and business-critical applications.
• Take ownership of incidents from initial investigation through to successful resolution.
• Escalate complex issues to relevant internal or external teams when required.
• Maintain accurate technical documentation and contribute to the knowledge base.
• Deliver user training and support for new systems, applications, and technologies.
• Manage user accounts and permissions across multiple business systems.
• Monitor and track IT assets, ensuring configuration and inventory records remain accurate.
• Identify recurring issues, trends, and potential risks, escalating where appropriate.
• Participate in Change Advisory Board (CAB) meetings and communicate approved changes to the wider support team.
• Collaborate with infrastructure, security, and project teams to maintain data security and governance standards.
• Support change management processes and communicate system updates to users.

• Minimum of 2 years' experience in an IT Support, Service Desk, or Desktop Support position.
• Active Directory
• Microsoft 365
• Windows Desktop and Windows Server operating systems
• Excellent communication and customer service skills.
• Ability to prioritise and manage multiple tasks in a fast-paced environment.
• Strong troubleshooting and problem-solving abilities.
• Self-motivated with the ability to work independently and as part of a team.
• Full UK driving licence and access to a vehicle.

If you're an IT support professional who enjoys delivering excellent customer service and solving technical challenges, I would love to hear from you!