2nd Line Service Desk Engineer

People First; Epsom; Hybrid; GBP 32,000 - 43,000; Full time

Job summary

People First in Epsom, United Kingdom, is seeking a capable 2nd Line IT Support specialist to provide frontline IT assistance, troubleshoot incidents, and maintain IT services within SLAs. You will work with O365, AD, Exchange and VMware, documenting issues and contributing to knowledge base articles.

The role emphasizes teamwork, clear communication, and adherence to ITIL processes, with potential progression in a busy service desk environment.

Qualifications

• Minimum 3 years previous experience in a similar role as a 2nd Line Support in an SLA, CSAT, ITIL driven environment.
• Experience with desktop and server operating systems, O365, SaaS, MDM, and other tools of the trade.
• Working understanding of Active Directory, Exchange, and Microsoft 365, GPO, basic networking, Virtualisation (VMware preferably).

Responsibilities

• Providing IT support to end users, initial response and analysis on incidents, and follow‑through resolution.
• Handle requests and changes via telephone, e‑mail, and ticketing to meet SLAs.
• Prioritise incidents, service requests and problems and adjust based on the situation.
• Document all end user details and provide regular updates.
• Operate and maintain IT estate including workstations, servers, MDM, O365, SaaS and on prem apps.
• Create knowledge base articles and post‑incident communications.
• Collaborate with IT teams and participate in security and patching activities.

Skills

2nd Line Support

O365

SaaS

MDM

Active Directory

Exchange

Microsoft 365

GPO

Networking basics

VMware

Communication

Tools

RMM tools

VMware

Exchange Admin

Office 365 admin

Job description

Principal Task: Providing IT support to end users. Provide first response and analysis on incidents and follow through resolution.

Handle incoming requests and changes to the Service Desk via telephone, e-mail, and ticketing system to ensure courteous, timely and effective resolution of end user issues within SLAs

Demonstrate flexibility to enable the team to cover core hours of support (8am-6pm, Monday to Friday)

Document all pertinent end user request information, including name, department, contact information and nature of problem or issue as well as regular updates

Act as SMEs on fields of expertise, and / or escalat

Build rapport and elicit problem details from service desk customers

Prioritise incidents, service requests and problems and be flexible and able to adjust based on the uniqueness of each one

Administer and maintain, the corporate estate, (workstations, servers, BYOD, MDM, O365, SaaS & on prem Applications, Azure, etc)

Identify and become proficient with appropriate software and hardware used and supported by the organisation

Perform hands‑on fixes, including installing and upgrading software, installing hardware, implementing file backups/restores, and configuring systems and applications

Become the SME in pre‑defined platforms leveraged by the Society, and own documentation and expertise in resolution of relevant incidents, upgrades, and projects related to these

Drive an all‑inclusive culture that relies in clear, timely, exemplary communication and transparency, by defining expectations, prioritising properly, following through resolution, and conducting post resolution actions (Documentation of resolution as Knowledge Base Articles, post‑incident communication, etc)

Perform under defined timeframes and proactively report any need for deviation

Attend meetings that may be necessary in the performance of your duties

Comply with and uphold company policies and procedures, including but not limited to IT, Security, Health and Safety

Participate in security related exercises, such as patching, security audits and the remediating actions that derive from these as and when required

Understand the operation of Spam Filtering, Web Security and Antivirus

Leverage provided RMM tool(s) for monitoring, administration, and remote support

Administer and maintain the joiners / movers / leavers process in a timely and secure way

Build and distribute corporate hardware while maintaining inventory and asset registers

Undertake any additional tasks as may reasonably be required from time to time

Work as part of a closely knit team of Service Delivery and collaborate effectively on a daily basis with the other IT teams

Participate in the continual improvement of services and processes

Create and manage support requests to 3rd party vendors when required and follow to resolution

Work with the Change Manager as required per the Change Management process

KeySkills & Experience

Minimum 3 years previous experience in a similar role as a 2nd Line Support i n an SLA, CSAT, ITIL driven environment

Experience with desktop and server operating systems, O365, SaaS, MDM, and other tools of the trade

Working understanding of Active Directory, Exchange, and Microsoft 365, GPO, basic networking, Virtualisation (VMware preferably)

Proven written and verbal communication skills

Proven analytical and problem-solving abilities

Knowledge of computing hardware, including PCs, Servers, mobile devices, and laptops

Out of the box troubleshooting, ability to combine information while understanding the larger scale situation, and skills to communicate with non-technical resources of every level

Please download to view supporting documents below.

Ebbisham House30 Church StreetEpsomSurreyKT17 4NLUnited Kingdom