2nd Line Service Desk Technician

NRL; Warrington; On-site; GBP 40,000 - 60,000; Full time

Job summary

An engineering company in Warrington seeks a dynamic Second-Line IT Support Technician to provide essential on-site support. You will diagnose issues, deliver training, and support IT operations. Ideal candidates will have strong customer service skills and a problem-solving attitude. This role promises growth and collaborative working conditions.

Benefits

Career growth opportunities

Collaborative work environment

Key role in IT service delivery

Responsibilities

• Provide technical support via ticketing system and drop-ins.
• Diagnose and resolve hardware/software issues.
• Deliver technical training during Tech Bar sessions.
• Support End User Compute, Networking, and Applications.
• Maintain meeting room facilities and telephony systems.
• Collaborate with Facilities Management.

Skills

Excellent customer service and communication skills

Strong troubleshooting and problem-solving abilities

Positive attitude

Ability to work independently

Professional demeanor

Explaining technical concepts

Resilience in fast-paced environments

Approachable personality

Tools

IT ticketing systems

SCCM

Intune

Active Directory

Microsoft 365

Video conferencing systems

Job description

Location: Birchwood Park, Warrington, WA3 6GR

Contract: 6 months initially (likely to extend)

Clearance: Must be eligible for BPSS (resided in the UK for at least 3 years)

About the Opportunity

We are seeking a dynamic and customer-focused Second-Line IT Support Technician to join our growing team at our UK Headquarters in Birchwood Park, Warrington. Our campus comprises seven buildings, with most operations conducted from a core set of offices. We also have a secondary site in Theale, near Reading. As the local and friendly face of IT, you will provide essential on-site support to end-users, ensuring smooth and efficient technology operations. This is a fantastic opportunity for a proactive individual with strong problem-solving skills, a passion for customer service, and a collaborative mindset.

Key Responsibilities

• End-User IT Support
  • Provide technical support via ticketing system, drop-ins, and scheduled Tech Bars
  • Diagnose and resolve hardware/software issues, including device swap-outs
  • Deliver technical training and education during Tech Bar sessions
  • Provide VIP support to key stakeholders
• Technical Troubleshooting
  • Support End User Compute (EUC), Networking, Applications, Printing, Unified Communications
  • Maintain meeting room facilities (video conferencing), telephony, and collaboration tools (Teams, Zoom)
  • Act as local “hands & eyes” for 2nd/3rd line colleagues and external partners
  • Assist with IT security incidents
  • Collaborate with Facilities Management on building access control and BMS
  • Manage IT equipment stock inventoryEnsure timely and professional ticket management
• Service Improvement & Collaboration
  • Proactively suggest and implement service improvements
  • Participate in Business Relationship Management initiatives

Essential Skills & Attributes

• Excellent customer service and communication skills
• Strong troubleshooting and problem-solving abilities
• Positive, enthusiastic “can-do” attitude
• Ability to work independently and as part of a team
• Professional and presentable demeanor
• Skilled at explaining technical concepts to non-technical users
• Resilient in fast-paced and high-pressure environments
• Fun, engaging, and approachable personality

Technical Experience

• IT ticketing systems
• Basic networking knowledge
• EUC environments & management platforms (SCCM, Intune, Active Directory)
• Microsoft Azure and cloud platforms
• Strong Microsoft 365 (Office 365) skills
• Video conferencing and telephony systems

Why Join Us?

• Be part of a major recruitment drive with opportunities for long-term career growth
• Work in a collaborative and supportive environment
• Play a key role in shaping IT service delivery across our UK sites

The NRL Group connects global companies with the right people to bring engineering projects to life. Supporting contracting companies with energy transition plans and working with our clients to create a cleaner, greener future.

We welcome applications from every walk of life and are committed to diversity within the industries we support, as a certified Inclusive Recruiter and Armed Forces friendly employer. You can ensure you stay safe when job searching online by visiting the JobsAware website.