2nd Line IT Service Desk Engineer - Hybrid & Customer-Focused

Dertour; Dorking; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Perkbox membership

Company matched pension

Generous annual leave

Enhanced sick pay

Your birthday off

Electric Vehicle scheme

Free annual travel insurance

Long service awards

Free eye tests

Cycle to Work scheme

Discounted holidays and prize draws

Job summary

DERTOUR UK is seeking a personable and proactive 2nd Line Service Desk Engineer to join our IT team. This hands-on role supports colleagues across our Head Office, retail locations and specialist sites throughout the UK, tackling a wide range of IT issues and ensuring a high level of service.

You’ll own tickets from assignment to resolution, troubleshoot across Windows 11, Office 365 and Active Directory, and collaborate with other IT teams to deliver reliable services and smooth onboarding for

Qualifications

• Experience in a 2nd Line Service Desk or Desktop Support role in a medium to large organisation.
• Strong troubleshooting skills across Windows 11, Office 365 and Active Directory.
• Good understanding of networking concepts (TCP/IP, DNS, DHCP) and hardware diagnostics.

Responsibilities

• Provide 2nd line support for IT incidents and service requests via phone, Teams, and internal ticketing system.
• Own tickets from assignment through to resolution, maintaining service quality and SLAs.
• Troubleshoot across Windows 11, Office 365, Active Directory, networks, hardware, printers and business applications.
• Build, configure and deploy IT equipment and support onboarding/offboarding.
• Manage user accounts, permissions, security groups and access.
• Document fixes and contribute to knowledge sharing.
• Collaborate with other IT teams and external suppliers on complex issues.
• Support projects including hardware refreshes, site upgrades and service improvements.
• Identify recurring issues and suggest improvements.

Skills

Windows 11

Office 365

Active Directory

Networking (TCP/IP DNS DHCP)

IT onboarding/offboarding

Remote Desktop Services

Microsoft Intune

SCCM

Entra

Microsoft Teams

Tools

Intune

SCCM

Entra

Remote Desktop Services

Microsoft Teams

Job description

DERTOUR UK is seeking a personable and proactive 2nd Line Service Desk Engineer to join our IT team. This hands-on role supports colleagues across our Head Office, retail locations and specialist sites throughout the UK, tackling a wide range of IT issues and ensuring a high level of service.

You’ll own tickets from assignment to resolution, troubleshoot across Windows 11, Office 365 and Active Directory, and collaborate with other IT teams to deliver reliable services and smooth onboarding for