2nd Line IT Support Engineer – End-User & M365 Expert

OCU; Lancashire; On-site; GBP 28,000 - 36,000; Full time

Job summary

OCU Group in Preston is seeking a Service Desk Engineer to join the Digital Technology team. You will provide expert 2nd line support across end-user devices, applications, Microsoft 365, and identity services, ensuring minimal downtime for colleagues.

Working closely with 1st line, engineering teams and third-party providers, you will investigate incidents, resolve complex problems, and contribute to knowledge management and service improvement.

Qualifications

• Experience in a 2nd line IT support role within a large IT environment.
• Strong troubleshooting across Windows, macOS and Microsoft 365.
• Experience with ITSM platforms such as ServiceNow or Freshservice.
• Understanding of incident, problem and change management processes.

Responsibilities

• Provide 2nd line technical support for escalated incidents and service requests.
• Diagnose and resolve complex issues across devices, applications, Microsoft 365, and user access.
• Manage incidents through to resolution within agreed service levels.
• Escalate issues where necessary, providing clear technical analysis and recommendations.
• Communicate effectively with users and stakeholders throughout the incident lifecycle.
• Contribute to knowledge management, problem management and continuous service improvement.
• Maintain accurate documentation of incidents, resolutions and technology changes.

Skills

2nd line support

Windows

macOS

Microsoft 365

Identity management

Communication skills

Customer service

Tools

ServiceNow

Freshservice

PowerShell

Job description

OCU Group in Preston is seeking a Service Desk Engineer to join the Digital Technology team. You will provide expert 2nd line support across end-user devices, applications, Microsoft 365, and identity services, ensuring minimal downtime for colleagues.

Working closely with 1st line, engineering teams and third-party providers, you will investigate incidents, resolve complex problems, and contribute to knowledge management and service improvement.