2nd Line IT Support Engineer — Flexible Hours & Bonus

South West Water Limited; Exeter; Hybrid; GBP 36,000 - 42,000; Full time

Benefits offered by this job

Competitive Salary

Annual Bonus Scheme

Pension Scheme

Flexible Working Options

Healthcare Benefits

Job summary

South West Water in Exeter is seeking a Deskside Analyst to join our IT Services team, delivering 2nd line support across the Pennon Group. You will diagnose and resolve complex hardware, software, networking and end-user issues, both remotely and on-site, following ITIL practices to ensure uptime and user satisfaction.

You will escalate to 3rd line as needed, maintain documentation, and contribute to service improvements while upholding SLA commitments.

Qualifications

• Experience providing 2nd line IT support within a complex enterprise environment, capable of diagnosing and resolving a broad range of technical issues across hardware, software, networking and end-user technologies.
• Strong analytical and problem-solving skills with experience resolving complex technical issues.
• Experience working within ITIL-aligned support environments.
• Experience using ITSM platforms to manage incidents and service requests.
• Strong interpersonal and communication skills with the ability to engage effectively with both technical and non-technical stakeholders.
• Ability to manage multiple priorities while maintaining attention to detail and meeting SLA commitments.

Responsibilities

• Act as the main technical escalation point for complex IT incidents and service requests.
• Diagnose and resolve hardware, software, networking, and end-user computing issues.
• Perform root cause analysis and implement long-term solutions to prevent recurring issues.
• Manage and update service tickets within the IT Service Management (ITSM) platform.
• Ensure incidents and requests are resolved within agreed Service Level Agreements (SLAs).
• Provide remote and on-site support across Pennon Group locations.
• Build, configure, deploy, and support laptops, desktops, mobile devices, and associated technologies.
• Collaborate with 3rd line teams and technical specialists to resolve high-level technical issues.
• Support endpoint lifecycle management, including provisioning, deployments, replacements, patching, and asset management.
• Deliver technical guidance and knowledge sharing to colleagues and end users.
• Maintain and improve technical documentation, knowledge articles, and user guides.
• Identify trends, recurring incidents, and opportunities for service improvement.
• Contribute to the ongoing development of IT processes and service delivery standards.

Skills

2nd line IT support

ITIL

ITSM

Communication

Prioritisation

Education

Full UK Driving Licence

Industry certifications (e.g., Microsoft, ITIL, CompTIA, Cisco)

Tools

Microsoft 365

Windows 11

Microsoft Exchange Online

Microsoft Entra ID

Microsoft Intune

SCCM

Defender for Endpoint

BitLocker

Citrix Virtual Apps and Desktops

Job description

South West Water in Exeter is seeking a Deskside Analyst to join our IT Services team, delivering 2nd line support across the Pennon Group. You will diagnose and resolve complex hardware, software, networking and end-user issues, both remotely and on-site, following ITIL practices to ensure uptime and user satisfaction.

You will escalate to 3rd line as needed, maintain documentation, and contribute to service improvements while upholding SLA commitments.