2nd Line IT Support Engineer – Endpoints & M365

OCU; Lancashire; On-site; GBP 32,000 - 42,000; Full time

Job summary

OCU Group in Preston, Lancashire, is seeking a Service Desk Engineer to deliver reliable 2nd line IT support across the business. You will work with 1st line, Digital Engineering, Workplace Services, and third-party providers to resolve incidents and support end-user devices and services.

You will diagnose complex issues, contribute to knowledge management, and participate in major incident response activities to keep colleagues productive and secure.

Qualifications

• Experience in a 2nd line support or service desk role in a large IT environment.
• Strong troubleshooting across Windows, macOS, Microsoft 365, and identity management.
• Experience with ITSM platforms such as ServiceNow or Freshservice.
• Understanding of incident, problem and change management processes.
• Excellent communication and a customer-focused approach.

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 with 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

Troubleshooting

Microsoft 365

Windows

macOS

Identity management

Incident management

Change management

Communication

Customer focus

Tools

ServiceNow

Freshservice

Intune

PowerShell

Job description

OCU Group in Preston, Lancashire, is seeking a Service Desk Engineer to deliver reliable 2nd line IT support across the business. You will work with 1st line, Digital Engineering, Workplace Services, and third-party providers to resolve incidents and support end-user devices and services.

You will diagnose complex issues, contribute to knowledge management, and participate in major incident response activities to keep colleagues productive and secure.