Level 2 IT Service Desk Support

Stott and May; London; On-site; GBP 100,000 - 125,000; Part time

Job summary

A leading IT service provider in London is seeking an experienced Level 2 IT Service Desk Support Engineer for an office-based role. You will deliver high-quality second-line IT support, troubleshoot hardware and software issues, and mentor Level 1 staff. The ideal candidate has over 3 years of experience in a similar role and strong networking knowledge. This is a contract position for 6 months with a day rate of £212 inside IR35.

Qualifications

• 3+ years’ experience in Level 2 IT Service Desk Support.
• Proficiency with ITSM ticketing tools.
• Strong knowledge of Windows OS configuration and troubleshooting.
• Solid networking knowledge, including TCP/IP and DNS.

Responsibilities

• Provide second-level support for incidents and requests.
• Deliver in-person support at the head office.
• Diagnose and resolve issues with Windows OS and hardware.
• Troubleshoot network connectivity issues.
• Contribute to knowledge base articles.

Skills

Level 2 IT Service Desk Support

ServiceNow

Remote desktop support tools

Windows OS configuration

TCP/IP networking

Hardware troubleshooting

System administration

Advanced troubleshooting

Job description

Role Title: Level 2 IT Service Desk Support
Location: London (Office-based, 5 days per week)
Contract Type: Contract (6 months)
Day Rate: £212 (Inside IR35)

About the Role

We are seeking an experienced Level 2 IT Service Desk Support Engineer to join a London office. This role will be fully office-based and will focus on delivering high-quality second-line IT support across hardware, software, and network environments. You will play a key role in troubleshooting, incident resolution, and knowledge sharing within the service desk team.

Key Responsibilities

• Provide second-level support for incidents and requests via multiple channels, ensuring timely and effective resolution.
• Deliver in-person support at head office, assisting with hardware requests and maintaining asset management records.
• Diagnose and resolve issues with Windows operating systems, applications, and hardware.
• Administer IT systems, including Active Directory and cloud platforms.
• Troubleshoot and resolve network connectivity issues (TCP/IP, DNS, DHCP, VPN).
• Escalate incidents to higher support levels with clear documentation of troubleshooting steps.
• Use remote tools and diagnostic utilities to resolve end-user issues.
• Contribute to knowledge base articles and promote knowledge sharing within the team.
• Mentor and support Level 1 staff, providing training and cross-skilling where required.
• Participate in managing major incidents, focusing on user communications.
• Identify process improvements and opportunities for automation.
• Uphold ITIL-aligned best practices and service operations standards.

Your Profile

Essential Skills & Experience

• 3+ years’ experience in Level 2 IT Service Desk Support.
• Proficiency with ServiceNow or similar ITSM ticketing tools.
• Experience with remote desktop support tools.
• Strong knowledge of Windows OS configuration, administration, and troubleshooting.
• Solid networking knowledge (TCP/IP, DNS, DHCP, VPNs).
• Proven ability to troubleshoot and resolve hardware issues, including replacement of components.
• Experience with system administration tasks, including AD and cloud platforms.
• Advanced troubleshooting skills for both software and hardware.

Desirable

• Familiarity with the ITIL framework, particularly incident management processes.

Please email CV to [e-mail] for immediate consideration