IT Service Desk Engineer - 2nd Line

DERTOUR UK; Dorking; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Competitive salary

Perkbox membership

Company matched pension

Generous annual leave

Enhanced sick pay

Your birthday off

Electric Vehicle scheme

Free annual travel insurance

Long service awards

Free eye tests

Cycle to Work scheme

Discounted holidays

Job summary

DERTOUR UK is seeking a personable and proactive 2nd Line Service Desk Engineer to join our IT team in Dorking. This hands-on role supports colleagues across our Head Office, retail locations and specialist sites throughout the UK.

You will troubleshoot Windows 11, Office 365 and Active Directory, manage devices, and collaborate with suppliers to resolve issues. This full-time, hybrid role requires 4 days in office with peak-period adjustments.

Qualifications

• Experience in a 2nd Line Service Desk or Desktop Support role, ideally in a medium to large organisation.
• Troubleshooting across Windows 11, Office 365, Active Directory and networking concepts (TCP/IP, DNS, DHCP).
• Able to diagnose hardware issues and configure end-user devices.
• Strong communication and teamwork skills.

Responsibilities

• Provide 2nd line support for IT incidents and service requests via phone, Teams and ticketing system.
• Take ownership from assignment to resolution, meeting SLAs.
• Troubleshoot issues across Windows 11, Office 365, AD, networks, Wi-Fi and hardware.
• Build, configure and deploy IT equipment for new starters/movers/leavers.
• Manage user accounts, permissions and security groups.
• Document fixes and contribute to knowledge sharing.
• Collaborate with IT teams and external suppliers on complex issues.
• Support projects like hardware refreshes and site upgrades.
• Spot recurring issues and improve service.

Skills

2nd Line Service Desk

Desktop Support

Customer service

Team player

Communication

Tools

Windows 11

Office 365

Active Directory

Intune

SCCM

Entra

Job description

Contract Type: Permanent, Full Time, 4 days required in the office, 5 days during peak periods

The Role

Love solving problems and providing a great service?

We’re looking for a personable and proactive 2nd Line Service Desk Engineer to join our IT team at DERTOUR UK.

This is a hands-on role where you’ll use your technical knowledge to troubleshoot and resolve a wide range of IT issues, supporting colleagues across our Head Office, retail locations and specialist sites throughout the UK.

But for us, this role is about more than technical skills. We’re looking for someone who is approachable, a great team player and genuinely passionate about providing a high level of service. You’ll take ownership of problems, communicate clearly with colleagues and work collaboratively with the wider IT team to make sure issues are seen through to resolution.

If you enjoy getting to the bottom of technical problems while making sure the person at the other end receives a great experience, this could be a brilliant next move.

We value diversity, equity & inclusion.

What you’ll be doing

As part of our Service Desk team, you’ll provide second-line technical support across the business, helping to keep our people connected and our technology running smoothly.

You’ll:

• Provide 2nd line support for IT incidents and service requests via phone, Microsoft Teams and our internal ticketing system
• Take ownership of support tickets from assignment through to resolution, maintaining service quality and meeting agreed SLAs
• Troubleshoot issues across Windows 11, Office 365, Active Directory, networks, Wi-Fi, hardware, printers and other business applications
• Build, configure and deploy IT equipment, including supporting new starters, movers and leavers
• Manage user accounts, permissions, security groups and access
• Document technical fixes and contribute to internal knowledge sharing
• Work closely with other IT teams and external suppliers to resolve more complex issues
• Support projects including hardware refreshes, site upgrades and service improvements
• Spot recurring issues and look for ways to improve the service we provide

What we’re looking for

You’ll already have experience working in a 2nd Line Service Desk or Desktop Support role, ideally within a medium to large organisation.

Technically, you’ll be confident troubleshooting across Windows 11, Office 365 and Active Directory, with a good understanding of networking concepts including TCP/IP, DNS and DHCP. You’ll also be comfortable diagnosing hardware issues and configuring end-user devices.

Just as importantly, you’ll be someone who enjoys working with people.

You’ll be:

• Personable and approachable, with clear and professional communication skills
• A genuine team player who enjoys collaborating and sharing knowledge
• Customer and service focused, with a commitment to providing an excellent experience for colleagues
• Proactive and willing to take ownership of issues through to resolution
• Curious and keen to continue developing your technical knowledgeOrganised and methodical, with the ability to prioritise effectively
• Calm and adaptable when managing multiple priorities

Experience with Microsoft Intune, SCCM or Entra, IT onboarding and offboarding, Remote Desktop Services or cloud-based management tools would be an advantage, but isn’t essential.

The working pattern

This is a full-time, hybrid role based in Dorking. There may also be occasional travel to other UK sites, as well as some flexibility required around working hours to support business needs and specific IT projects. As part of this role, on call shifts are shared amongst the team, Tuesday to Tuesday approximately once every 5 weeks – additional retainer and overtime payment provided.

Who we are

DERTOUR UK is part of the DERTOUR Group, one of Europe’s leading travel groups and the travel and tourism division of the REWE Group.

Across the UK, our family of specialist travel brands includes Carrier, CV Villas, Explore, Inghams, Inntravel, Journey Latin America, Jules Verne, Kirker, Kuoni, Santa’s Lapland and Solmar Villas.

Our central teams provide support across these businesses in areas including HR, IT, Project Delivery, Sustainability and Risk Assurance.

In return, you’ll enjoy a competitive package designed to support your wellbeing, lifestyle, and future:

• Competitive salary that recognises your experience and impact
• Perkbox membership – access to discounts, rewards and everyday perks
• Company matched pension - to help you plan for the future
• Generous annual leave – 25 days plus bank holidays, rising to 30 days with service
• Enhanced sick pay – up to 6 weeks’ support when you need it most
• Your birthday off – because it’s worth celebrating
• Electric Vehicle scheme through Octopus (salary sacrifice) to support greener travel
• Free annual travel insurance for you and your partner/family
• Long service awards to recognise your commitment
• Free eye tests
• Cycle to Work scheme
• Discounted holidays and exciting prize draws