IT Service Desk Support Engineer

Vertex I.T. Solutions Ltd; Aberdeen City; On-site; GBP 30,000 - 35,000; Full time

Job summary

Vertex I.T. Solutions Ltd. client in Aberdeen is seeking an IT Service Desk Support Engineer (2nd line) to provide escalation, diagnosis and resolution of complex IT issues. The role is 5 days on site with a salary range of £30,000 to £35,000, dependent on experience, and starts in October 2026.

You will handle end-to-end incidents, update tickets, and work with users to ensure service delivery aligns with ITIL practices.

Qualifications

• Proven experience in a 2nd line IT support role within a Desk Side environment and ITIL best practice.
• Strong technical knowledge of Windows OS, Microsoft 365, Active Directory and Azure.
• Understanding of networking concepts including Wi-Fi, VPNs, DNS and TCP/IP.
• Experience using ITSM or ticketing tools.

Responsibilities

• Act as escalation point for technical issues not resolved by 1st Line Service Desk.
• Provide in-depth diagnosis and resolution of application and admin IT problems.
• Own incidents and service requests end-to-end to ensure resolution.
• Provide regular status updates on open tickets.
• Build and maintain relationships with business users to ensure service delivery.
• Investigate and resolve desktop issues to support business continuity.
• Assess issues to determine if escalation to 3rd Line is required.
• Promote the IT Team and contribute to knowledge sharing in meetings.

Skills

Windows OS

Microsoft 365

Active Directory

Azure

Networking basics

ITIL

Tools

ITSM tools

Ticketing tools

Job description

We have a client in the Aberdeen area who are looking for IT Service Desk Support Engineers

2nd line IT Service Desk Support
Salary: £30,000 to £35,000 pending experience
5 Days on site
Start date: beginning October 2026

To act as a point of escalation of any technical issues which cannot be resolved by the 1st Line Service Desk Team and provide in-depth diagnosis and technical resolution of application and administrative IT problems through desk side resolution of technical issues.

• Undertake work and activities which support the achievement of the IT Team objectives and in accordance to the customer's process and procedures.
• Positively promote the IT Team to develop the team profile and that of the wider IT function.
• Participate in internal meetings, as required, to share and develop knowledge and best practice.
• Provide end to end' ownership of all incidents and service requests to ensure that problems are resolved effectively.
• Be proactive and ensure that regular status updates are provided to open tickets.
• Build and maintain strong and effective relationships with business users to ensure that service delivery meets their expectations.
• Investigate and resolve common desktop issues to ensure business continuity.
• Thoroughly investigate issues to accurately assess what further action is required and whether the issue needs to be escalated to the 3rd Line Team.
• Proven experience in a 2nd line IT support role within a Desk Side environment and understand ITIL best practice
• Strong technical knowledge of Windows OS, Microsoft 365, Active Directory, Azure.
• Understanding of basic networking concepts, including Wi-Fi, VPNs, DNS, and TCP/IP.
• Experience using ITSM or ticketing tools