IT Service Desk Support Engineers

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

Job summary

Vertex I.T. Solutions Ltd in Scunthorpe invites an IT Service Desk Support Engineer (2nd line) to join an on-site team. You will act as escalation point for unresolved issues and drive in-depth diagnostics.

With a salary range of £30,000–£35,000 and a start date target for October 2026, the role requires strong Windows OS, Microsoft 365, Active Directory and Azure skills, plus basic networking and ITIL practices. Five days on site.

Qualifications

• Experience in a 2nd line IT support role within a Desk Side environment and ITIL best practices.
• Strong knowledge of Windows OS, Microsoft 365, Active Directory and Azure.
• Understanding of basic networking concepts (Wi-Fi, VPNs, DNS, TCP/IP).

Responsibilities

• Act as escalation point for issues not resolved by the 1st Line and provide in-depth diagnosis and resolution.
• Own incidents and service requests end-to-end and provide regular status updates.
• Collaborate with business users to ensure service delivery meets expectations.
• Build knowledge and share best practices in IT team meetings.
• Investigate and resolve desktop issues to maintain business continuity.
• Escalate to 3rd Line when necessary.
• Participate in IT team objectives and follow customer process and procedures.

Skills

2nd line IT support

Windows OS

Microsoft 365

Active Directory

Azure

Networking basics

ITIL

ITSM tools

Job description

We have a client in the Scunthorpe 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