2nd Line Support

Reed; Ipswich; On-site; GBP 20,000 - 25,000; Full time

Job summary

REED Technology is seeking an Endpoint Support Engineer for a 3-month contract based in Ipswich. The role focuses on 2nd line desktop and endpoint support across a large IT environment, resolving incidents, deploying hardware, and ensuring strong customer service across sites.

Ideal candidates will have proven 2nd line or EUC support experience, with Windows 10/11, AD and Microsoft 365 expertise, plus ITIL-based practices and hands-on hardware knowledge.

Qualifications

• 2nd line desktop/endpoint support experience in enterprise IT environments.
• Proficient with Windows 10/11, Active Directory and Microsoft 365.
• Experience in ITSM and ITIL-based processes is required.
• Strong troubleshooting skills and customer-focused mindset.
• Experience handling assets and initial equipment deployment.

Responsibilities

• Provide 2nd line support for desktop, laptop and endpoint incidents.
• Troubleshoot hardware, software and peripheral issues.
• Support Windows 10/11 and Microsoft 365 environments.
• Manage users, devices and security groups in Active Directory.
• Configure and maintain desktops, laptops, printers and telephony.
• Build, deploy and install new IT equipment.
• Support hardware refresh and technology rollout projects.
• Escalate complex incidents and coordinate with specialist teams.
• Maintain asset management and support documentation.
• Deliver excellent customer service and update users during resolution.

Skills

2nd Line Desktop Support

Endpoint Support

ITIL

Customer Service

Troubleshooting

Tools

SCCM/MECM

Intune

Citrix

Active Directory

Microsoft 365

Job description

Endpoint Support Engineer

3-Month Contract Ipswich Onsite Field-Based Role

£14.32 PAYE £18.07 Umbrella

REED Technology are partnering with a large public sector organisation to recruit 6 experienced Endpoint Support Engineer on an initial 3-month contract based in Ipswich.

This is a hands-on role providing 2nd Line Desktop and Endpoint Support across a large and complex IT environment. You will be responsible for supporting end users, resolving technical incidents, deploying hardware and software, and ensuring excellent customer service across multiple sites.

This opportunity would suit an experienced Desktop Support Engineer, Endpoint Engineer, IT Support Analyst or EUC Support Engineer who enjoys a varied role combining both remote troubleshooting and onsite technical support.

Key Responsibilities

• Provide 2nd line support for desktop, laptop and endpoint-related incidents


• Troubleshoot and resolve hardware, software and peripheral issues


• Support Windows operating systems and Microsoft 365 environments


• Manage users, devices and security groups within Active Directory


• Configure and maintain desktops, laptops, printers and telephony equipment


• Build, deploy and install new IT equipment


• Support hardware refresh and technology rollout projects


• Escalate complex incidents where required and work closely with specialist teams


• Maintain accurate asset management and support documentation


• Deliver excellent customer service, keeping users informed throughout the resolution process

Essential Experience

• Proven experience in a 2nd Line Desktop Support, Endpoint Support or EUC Support role


• Strong knowledge of:
  
  
  
  
  • Windows 10/11
  
  
  • Active Directory
  
  
  • Microsoft 365
  
  
  • Desktop and laptop hardware support
  
  
  • Printers and peripheral devices
  
  
  
  


• Experience logging and managing incidents through an IT Service Management system


• Excellent troubleshooting and problem-solving skills


• Strong customer-facing communication skills


• Experience working within an ITIL-based support environment

Desirable Experience

• Microsoft Endpoint Configuration Manager (SCCM/MECM)


• Intune / Modern Endpoint Management


• Citrix
  
• Sophos
  
• Asset Management tools
  
• Previous experience within Healthcare or wider public sector