Desktop Support Engineer (2nd Line) – UK

Computacenter AG & Co. oHG; Rochester; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

Computacenter is seeking a Desktop Support Engineer to provide hands-on technical support across a busy customer environment. You will resolve incidents, fulfill service requests and ensure users receive a responsive, high-quality support experience.

The role covers incident handling, 2nd line resolution, project tasks and non-standard requests, with coordination across Level 3 teams to highlight major issues. A UK driving license and SC clearance are preferred.

Qualifications

• Proficiency with Windows 10/11, Office suite and registry concepts.
• Experience with LTSC channels and KIOSK is desirable.
• Basic understanding of SCCM and Active Directory.
• Networking knowledge including LAN/WAN/VLAN, DHCP, DNS/WINS, VPN/remote access.
• Familiarity with Microsoft Exchange and Outlook.
• Experience with ITSM tools, especially ServiceNow.

Responsibilities

• Handle incident and request tasks.
• 2nd line responsibility for resolving incidents to SLA.
• Maintain target <2% incident per month.
• Complete assigned work within timeframes.
• Support Project Managers on tasks.
• Handle Non-Standard Requests within agreed timescales.
• Coordinate with Level 3 teams on major issues.
• Resolve hardware, network, printer issues and related tech.
• Install and configure software and hardware.

Skills

Windows 10/11

Microsoft Office

SCCM

Active Directory

Networking (LAN/WAN)

DNS/DHCP

VPN/Remote access

MS Exchange/Outlook

ITSM ServiceNow

Customer service

Driving license

SC Clearance

Tools

ServiceNow

Job description

Computacenter is seeking a Desktop Support Engineer to provide hands-on technical support across a busy customer environment. You will resolve incidents, fulfill service requests and ensure users receive a responsive, high-quality support experience.

The role covers incident handling, 2nd line resolution, project tasks and non-standard requests, with coordination across Level 3 teams to highlight major issues. A UK driving license and SC clearance are preferred.