Desktop Services Engineer - 2nd-Line IT Support (Hybrid)

Encore Capital Group; Kings Hill; Remote; GBP 30,000 - 42,000; Full time

Benefits offered by this job

Bonus scheme

Private health insurance

Staff discount

Job summary

Cabot Group is seeking a Desktop Engineer to join its IT Operations team at Kings Hill. The role focuses on delivering fast, high‑quality, customer‑focused support while moving to a modern, automated, service‑centric environment.

You will work with the Desktop Services Team Leader, supporting day‑to‑day operations, improving processes, and creating user guides while adhering to ITIL and security best practices. A competitive salary and bonus scheme accompany valuable benefits.

Qualifications

• Experience providing 2nd-line desktop/EUC support in multi-site or hybrid environments.
• Strong troubleshooting across laptops, desktops, mobile devices, peripherals, and collaboration tools.
• Good understanding of networking fundamentals (Wi-Fi, VPN, DNS, DHCP) and basic connectivity troubleshooting.
• Practical knowledge of modern device management, endpoint security, and EUC best practices.
• Hands‑on experience with Microsoft 365, Windows 10/11, Intune/Endpoint Manager, Active Directory/Azure AD, and configuration profiles.
• Experience maintaining accurate asset records and supporting device lifecycle processes.
• Familiarity with ITSM tools such as ServiceNow and working within ITIL processes.
• Comfortable supporting senior stakeholders, including VIP users, during high‑priority issues.

Responsibilities

• Provide 2nd-line support across sites, resolving incidents and service requests within agreed SLAs.
• Deliver hands‑on support for laptops, mobiles, peripherals, collaboration tools, and workplace technologies, including VIP users when needed.
• Support remote colleagues using modern device‑management and remote‑assist tools.
• Deploy and maintain standard device builds, applications, and profiles using Intune/Endpoint Manager.
• Assist with patching, software updates, and ensuring devices meet security and compliance requirements.
• Maintain accurate asset records and support the full device lifecycle.
• Help identify recurring issues, create knowledge articles, and improve fix paths in collaboration with the Service Desk.
• Work within ITIL processes and support audits, stock checks, and vulnerability remediation.

Skills

Desktop support

2nd-line support

MS 365

Intune / Endpoint Manager

Windows 10/11

Active Directory / Azure AD

ITIL

ServiceNow

VIP support

Network basics

Tools

ServiceNow

Intune/Endpoint Manager

Job description

Cabot Group is seeking a Desktop Engineer to join its IT Operations team at Kings Hill. The role focuses on delivering fast, high‑quality, customer‑focused support while moving to a modern, automated, service‑centric environment.

You will work with the Desktop Services Team Leader, supporting day‑to‑day operations, improving processes, and creating user guides while adhering to ITIL and security best practices. A competitive salary and bonus scheme accompany valuable benefits.