2nd Line IT Incident & Desktop Support

LA International; Barrow-in-Furness; On-site; GBP 30,000 - 42,000; Full time

Job summary

LA International is seeking an IT Support Engineer in Barrow-in-Furness to provide 2nd line incident resolution and ensure SLA compliance. You will install and configure software/hardware, support Windows 10/11, and coordinate with Level 3 teams.

The role requires strong knowledge of Windows OS, Microsoft Office, ITSM tools (ServiceNow), and networking basics. A Full UK Driving Licence and SC clearance (or eligibility) are required; security clearance process may take up to 10 weeks.

Qualifications

• Must have strong knowledge of Microsoft Windows OS (Windows 10/11) including build, configuration and registry settings.
• Experience with ITSM tools and incident resolution is desirable.
• Familiarity with Active Directory and basic SCCM is preferred.
• Networking knowledge including LAN/WAN/VLAN, DHCP, DNS/DNS WINS, PXE and VPN/remote connectivity is required.
• Experience with Microsoft Exchange, Outlook and email client configuration is a plus.
• Experience with ITSM software (ServiceNow) is advantageous.
• Excellent customer interface and service skills are essential.
• Willingness to be flexible with working hours.
• Full UK Driving Licence is required.
• SC Cleared or eligible for clearance is required.

Responsibilities

• Undertake incident and request tasks.
• 2nd line responsibility for resolving incidents to SLA.
• Maintain a 2% incident per month target.
• Complete assigned works within allocated timeframes.
• Support Project Managers with project tasks.
• Handle Non Standard Requests to agreed timescales.
• Coordinate with Level 3 teams to highlight major issues.
• Troubleshoot hardware, network, printers, etc.
• Install and configure software and hardware.

Skills

Windows OS

Office proficiency

Customer service

Flexibility with hours

Full UK Driving Licence

SC Cleared or eligible

Security clearance awareness

Team communication

Tools

ServiceNow

Active Directory

SCCM

LAN/WAN/VLAN

Job description

LA International is seeking an IT Support Engineer in Barrow-in-Furness to provide 2nd line incident resolution and ensure SLA compliance. You will install and configure software/hardware, support Windows 10/11, and coordinate with Level 3 teams.

The role requires strong knowledge of Windows OS, Microsoft Office, ITSM tools (ServiceNow), and networking basics. A Full UK Driving Licence and SC clearance (or eligibility) are required; security clearance process may take up to 10 weeks.