2nd Line IT Service Desk Engineer – Onsite Perth

Vertex I.T. Solutions Ltd

Perth

On-site

GBP 30,000 - 35,000

Full time

6 days ago

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Job summary

Vertex I.T. Solutions Ltd in Perth is seeking a 2nd line IT Service Desk Support Engineer to provide on-site, desk-side support. You will escalate from 1st line, diagnose complex issues and ensure timely resolutions, with strong knowledge of Windows, Microsoft 365, AD and Azure.

This role requires ITIL familiarity, incident management, and the ability to communicate with business users. Salary £30,000–£35,000 depending on experience, with a 5-day on-site work week starting October 2026.

Qualifications

Experience in a 2nd line IT support role in a Desk Side environment.
Familiar with ITIL best practice and incident management.
Strong knowledge of Windows OS and Microsoft 365.

Responsibilities

Act as escalation point for issues unresolved by 1st Line and diagnose resolutions.
Own incidents and service requests until resolution and close communication.
Provide regular status updates on open tickets to users and stakeholders.
Build strong relationships with business users to ensure service delivery.
Investigate and resolve desktop issues to maintain business continuity.
Escalate to 3rd Line when necessary and document outcomes.
Participate in IT team meetings to share knowledge and best practices.