Deskside Support Engineer - 2nd Line (On-Site)

Vertex IT Solutions Limited; England; On-site; GBP 28,000 - 36,000; Full time

Job summary

Vertex IT Solutions Limited is seeking a 2nd Line Deskside Technician to act as an escalation point for unresolved issues from the 1st Line Service Desk. You will diagnose and resolve application and administrative IT problems through desk-side support, ensuring business continuity and high service levels.

Role requires strong customer service, clear communication, and hands-on ITIL-based incident management with proactive status updates and collaboration with the 3rd Line team when needed.

Qualifications

• Experience in the customer-related industry.
• Multi-vendor environment on complex infrastructure advantageous.
• Demonstrable experience negotiating difficult situations to a successful conclusion.
• Desk Side environment experience and understanding of ITIL best practice.

Responsibilities

• Undertake work supporting IT Team objectives per customer processes and procedures.
• Promote the IT Team to develop team profile and wider IT function.
• Participate in internal meetings to share knowledge and best practice.
• Provide end-to-end ownership of incidents and service requests to resolve problems.

Skills

Excellent communication

Attention to detail

Organised and prioritises

Customer service

Self-starter/tactical planning

Education

ITIL Foundation

Microsoft Office/Windows 10/365

CompTIA A+

Job description

Vertex IT Solutions Limited is seeking a 2nd Line Deskside Technician to act as an escalation point for unresolved issues from the 1st Line Service Desk. You will diagnose and resolve application and administrative IT problems through desk-side support, ensuring business continuity and high service levels.

Role requires strong customer service, clear communication, and hands-on ITIL-based incident management with proactive status updates and collaboration with the 3rd Line team when needed.