2nd Line IT Support Engineer — Hybrid & On-Call Pay

Dee Set Ltd; Stoke-on-Trent; On-site; GBP 16,078 - 26,797; Full time

Benefits offered by this job

On-Call Pay

Home working

Job summary

Dee Set Ltd in Stoke-on-Trent is seeking an IT Support professional to deliver high-quality 2nd line support across business systems, devices, and network services, ensuring reliable and secure user experiences.

The role is office-based with some home working, 37.5 hours per week, on-call pay opportunities, and scope to contribute to incident management, documentation, and continuous improvement.

Qualifications

• 2nd line IT support focusing on hardware, software, mobile devices and network issues.
• Ownership of incidents from start to resolution with clear user communication.
• Escalation point for 1st line; support training guidance.
• Maintain asset records and application catalogue.
• Collaborate with 3rd line teams and suppliers to resolve complex issues.
• Create and maintain documentation and knowledge articles.
• Support user training and onboarding for systems and tools.
• Identify and drive process improvements and efficiencies.

Responsibilities

• Provide 2nd line support, troubleshooting hardware, software, mobile devices, and network issues.
• Take ownership of incidents through to resolution with clear user communication.
• Act as a key escalation point for 1st line and support training guidance.
• Maintain MDM asset records, and application catalogue.
• Collaborate with 3rd line teams and suppliers to resolve complex issues.
• Create and maintain documentation and knowledge articles.
• Support user training and onboarding for systems and tools.
• Identify and drive process improvements and efficiencies.
• Assist with projects, system enhancements, and technology evaluations.
• Ensure compliance with IT policies, standards, and security controls.

Tools

Active Directory / Entra ID administration

Azure fundamentals

DNS / DHCP / LAN/Wi-Fi

MDM / BYOD

Endpoint security tools

PowerShell

Service Desk / ITSM

Windows 10/11 support

End-user devices

Job description

Dee Set Ltd in Stoke-on-Trent is seeking an IT Support professional to deliver high-quality 2nd line support across business systems, devices, and network services, ensuring reliable and secure user experiences.

The role is office-based with some home working, 37.5 hours per week, on-call pay opportunities, and scope to contribute to incident management, documentation, and continuous improvement.