2nd‑Line Desktop Engineer — IT Operations

encore; Kings Hill; On-site; GBP 36,000 - 52,000; Full time

Benefits offered by this job

Bonus scheme

Private health insurance

Employee discounts

Job summary

Cabot Group is seeking a Desktop Engineer to join our IT Operations team. You will provide 2nd-line desktop/EUC support, manage device builds, and support both on-site and remote colleagues while adhering to ITIL practices.

You will work closely with the Desktop Services Team Leader to move towards automated, service-centric operations and contribute to knowledge articles and process improvements for a great end-user experience.

Qualifications

• Experience providing 2nd-line desktop/EUC support in multi-site or hybrid environments.
• Strong troubleshooting across laptops, desktops, mobile devices, peripherals and collaboration tools.
• Good understanding of networking fundamentals (Wi‑Fi, VPN, DNS, DHCP) and basic connectivity troubleshooting.
• Practical knowledge of modern device management and endpoint security.
• Familiarity with ITSM tools such as ServiceNow and ITIL processes.

Responsibilities

• Provide 2nd‑line support across sites, resolving incidents and service requests within SLAs.
• Deliver hands‑on support for laptops, mobiles, peripherals and collaboration tools, including VIP users.
• Support remote colleagues using modern device-management and remote‑assist tools.
• Deploy and maintain standard device builds, applications, and profiles using Intune/Endpoint Manager.
• Assist with patching, software updates, and ensuring devices meet security and compliance requirements.
• Maintain accurate asset records and support the full device lifecycle.
• Create knowledge articles and improve fix paths in collaboration with the Service Desk.
• Work within ITIL processes and support audits, stock checks and vulnerability remediation.

Skills

2nd-line desktop/EUC support

Troubleshooting across devices

Networking fundamentals

VIP stakeholder support

End-user computing best practices

Tools

Intune/Endpoint Manager

Active Directory/Azure AD

ServiceNow

Microsoft 365

Job description

Cabot Group is seeking a Desktop Engineer to join our IT Operations team. You will provide 2nd-line desktop/EUC support, manage device builds, and support both on-site and remote colleagues while adhering to ITIL practices.

You will work closely with the Desktop Services Team Leader to move towards automated, service-centric operations and contribute to knowledge articles and process improvements for a great end-user experience.