Desktop Support Engineer

Together Limited; Cheadle; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Based on site in Cheadle (SK8 3GW) - 5

26 days holiday + birthday day off

Private medical insurance

Life assurance

Pension matching

Health cash plan

Gym access

Travel season ticket loans

Bar/restaurant discounts

Job summary

Together Limited is seeking an experienced Desktop Support Engineer to join our Service Desk in Cheadle. You will provide technical support across the business, diagnose incidents, handle service requests, maintain records and help improve processes in an ITIL-aligned environment.

This role requires a proven track record in 2nd line desktop support, strong problem-solving skills, and hands-on experience with Windows servers, AD, Intune, MECM, and VPN.

Qualifications

• Proven experience in a Desktop Support / 2nd line Role.
• Excellent problem-solving skills with ability to deliver to tight timescales and changing priorities.
• Experience of working in an ITIL aligned environment.
• Established track record of providing advanced technical support and configuration of desktop software and hardware including connectivity issues.
• Proven ability to create clear and comprehensive testing and technical documentation.
• Technical experience that includes Windows Server 2012R2–2022, AD, GP, DNS, DHCP, Exchange Online; Windows 11; VPN; RDS.
• Knowledge of Microsoft Intune and Autopilot; MECM; Microsoft 365.
• Understanding of RBAC, backups (Evault/Rubrik), and Apple Mac management.

Responsibilities

• Provide proactive desktop support across the business including incidents, service requests and queries via phone, email, remote and face-to-face.
• Own incidents from start to finish, prioritise queues to meet SLAs, and maintain accurate ticket records.
• Support onboarding/offboarding and role-based access management; contribute to knowledge articles and team training.
• Assist IT projects and deployment of new tech, and suggest improvements to services and processes.

Skills

2nd line desktop support

ITIL awareness

Problem solving

Documentation

Mentoring

Tools

MECM

VMware

Intune

Autopilot

Windows Server 2012-2022

Active Directory

Group Policy

DNS

DHCP

Exchange Online

Windows 11

VPN

Remote Desktop Services

Sophos Central/File Vault

Evault/Rubrik

Apple iOS support

PowerShell

Job description

As a Desktop Support Engineer within our talented Service Desk team at Together, you'll provide technical support to colleagues across the business, resolving incidents, service requests and technical queries via phone, email, remote support and face-to-face interactions. Working closely with the wider Technology teams, you'll troubleshoot issues, perform in-depth diagnosis and elevate where required to ensure a seamless support experience. You'll take ownership of incidents from start to finish, managing and prioritising the support queue to meet agreed SLAs while keeping colleagues informed throughout. You'll maintain accurate ticket records, manage IT assets and licences, and support key Service Desk processes including onboarding, offboarding and role-based access management. As a technical escalation point, you'll share your expertise by supporting and mentoring colleagues, while creating and maintaining knowledge articles to improve team effectiveness. You'll also contribute to IT projects, support the deployment of new technologies, and identify opportunities to enhance services, processes and the overall colleague experience. Working within an ITIL-aligned environment, you'll investigate recurring issues, perform root‑cause analysis, support change control activities, and help implement long‑term solutions that improve service quality. Above all, you'll play a key role in delivering a reliable, secure and customer‑focused IT support service while ensuring compliance with relevant policies, processes and procedures.

This role will suit an experienced Desktop Support Analyst. This is definitely NOT a junior role and we do want someone who can bring expertise with them. As such, If you have a good blend of the following skills and experience,

• Proven experience in a Desktop Support / 2nd line Role
• Excellent problem-solving skills with ability to deliver to tight timescales and changing priorities
• Experience of working in an ITIL aligned environment
• Established track record of providing advanced technical support and configuration of desktop software and all laptop/mobile/peripheral hardware including resolving connectivity issues
• Proven ability to create clear and comprehensive testing and technical documentation
• Technical experience that includes:Working knowledge of common server-side technologies such as Windows Server 2012 r2 - Windows Server 2022, Active Directory, Group Policy, DNS, DHCP, , Exchange Online;
• Microsoft Windows 11, Knowledge of Microsoft remote products VPN, Remote desktop services.
• Software distribution platform experience - MECM
• Virtualization - Management and Maintenance of VMware - creating and maintaining templates and virtual machines.
• Strong Knowledge of Microsoft Intune and Autopilot (DAAS/MDL)
• Microsoft 365

• Understanding of role-based access control (RBAC)
• Understanding of Back-up technologies (Evault/Rubrik), carry out file restores
• Supporting Apple Mac Devices (Laptops, Time capsule - backups).
• Experienced in using Encryption software (Sophos Central/File Vault - Mac)
• Understanding of Apple iOS to support company devices
• Understanding and utilisation of PowerShell

We're Together. For over 50 years, we've helped thousands of people, businesses and professionals unlock their property ambitions with our common-sense approach to mortgages and secured loans.

We take the time to understand our customers and our door is always open, so we can often help when other lenders can't or won’t. Based in Cheadle, Cheshire, our 950 colleagues help our customers throughout the UK, backed by the power of a £8 billion loan book.

Benefits of working at Together

• Based on site in Cheadle (SK8 3GW) - Monday to Friday
• 26 days holiday, and a day off for your birthday (increasing with service to 30 days), plus bank holidays
• Free access to company holiday homes
• Buy & sell holidays
• Discretionary annual bonus plus an additional Shared Reward Bonus
• Matched pension contribution
• Health cash plan plus Private medical insurance
• Life assurance and Critical illness cover
• Travel season ticket loans and Ride to work scheme
• Free local gym access
• Local bar / restaurant discounts