2nd Line Helpdesk Engineer

Metro Rod Limited; Milton Keynes; On-site; GBP 40,000 - 45,000; Full time

Job summary

A leading company is seeking a qualified 2nd Line Helpdesk Engineer to provide end-user desktop support across multiple locations. The role requires proficiency in Windows, Exchange, and Office environments, along with strong problem-solving skills. The successful candidate will ensure high-quality support and customer satisfaction in a fast-paced environment. Benefits include generous annual leave, pension, and opportunities for career progression.

Benefits

25 days annual leave plus bank holidays

Company Pension

Group Life Assurance

Cycle to work scheme

Company Events

Laptop and Company Mobile

Travel subsidy / mileage reimbursement

Free Eye Tests / Glasses subsidy

Employee Assistance Programme

Commitment to Career Progression

Qualifications

• Minimum 3 years of end-user support experience.
• Strong knowledge of Microsoft Operating Systems and Office Suite.

Responsibilities

• Provide second-line end-user desktop support across multiple locations.
• Manage infrastructure support incidents and resolve requests.

Skills

Problem Solving

Communication

Customer Satisfaction

Tools

Azure

Intune

PowerShell

Job description

2nd Line Helpdesk Engineer
Franchise Brands PLC
Milton Keynes
Full-time permanent
Schedule: Monday - Friday, with shift patterns of 8am – 4pm and 10am – 6pm
Salary: £40-45K DOE + benefits

Franchise Brands is an international, multi-brand franchisor focused on building market-leading businesses primarily via a franchise model. The Group currently has a network of over 625 franchisees across seven brands in the UK, North America, and Europe.

We own several market-leading brands with established trading histories, including Metro Rod, Metro Plumb, Willow Pumps, Filta, and Pirtek in Europe. All benefit from the Group’s central support services such as Franchise Support, National Sales / Account Management, Information Technology, Marketing, Finance, Recruitment, and HR.

Our customised modules, called ROME (Recruitment, Onboarding, Management, Exit), are tailored to meet the specific requirements of each franchise system, covering areas like finance, reporting, compliance, marketing, and franchise-specific functions such as job scheduling, vehicle management, online booking, payments, and mobile apps.

Role Overview

We are seeking an enthusiastic, personable, and qualified 2nd Line Helpdesk Engineer with proficiency in a range of technologies and strong problem-solving skills to join our team. You will provide end-user desktop support across multiple locations, primarily supporting Windows, Exchange, and Office environments.

The successful candidate will deliver world-class desktop support and server administration, responding efficiently to service tickets in a fast-paced environment, always prioritizing customer satisfaction.

• Provide second-line end-user desktop support for users across multiple locations, involving Windows, Exchange, and Office environments.
• Deliver high-quality support, ensuring customer needs are met and issues are resolved promptly.
• Manage infrastructure support incidents, including troubleshooting and resolving incidents and requests.
• Utilize support tools such as Remote Monitoring and Management (RMM) and Mobile Device Management (MDM).
• Coordinate with third-party vendors for warranty repairs and service.

Experience & Skills Required

• Minimum 3 years of end-user support experience.
• Strong knowledge of Microsoft Operating Systems (Windows) and Office Suite, including installation, configuration, and troubleshooting.
• Hands-on experience with Azure, Intune, OneDrive, Exchange Online, and SharePoint.
• Ability to implement and manage conditional access policies in Microsoft Azure Active Directory.
• Basic PowerShell scripting skills, including copy/paste and deployment.
• Understanding of cybersecurity concepts such as MFA, anti-virus/malware, firewalls, and web filtering.
• Excellent communication skills with the ability to explain technical issues to non-technical users.

Additional Skills & Behaviours

• Positive, proactive attitude
• Strong communication and interpersonal skills
• Commercial awareness and focus
• Collaborative and open-minded approach

Benefits

• 25 days annual leave plus bank holidays
• Company Pension
• Group Life Assurance
• Cycle to work scheme
• Additional Paid / Special Leave
• Company Events
• Laptop and Company Mobile
• Travel subsidy / mileage reimbursement
• Free Eye Tests / Glasses subsidy
• Employee Assistance Programme
• Occupational Health Support
• Employee Discounts Platform – Sodexo
• Commitment to Career Progression, Training, and Development