Level 2/ L3 Engineer

TN United Kingdom; United Kingdom; On-site; GBP 30,000 - 50,000; Full time

Job summary

Join a forward-thinking company as an L2/L3 Support Engineer at London Gatwick Airport. This role involves providing second-line technical support, diagnosing and troubleshooting IT issues, and ensuring quality customer service. You'll work with a variety of technologies, including Windows 10 and Office 365, while supporting a dynamic team committed to excellence. If you're looking for a challenging and rewarding opportunity in a vibrant environment, this position is perfect for you. With a competitive salary and benefits, you'll be part of a company that values your expertise and dedication.

Benefits

Holiday Leave

Pension

Life Insurance

Perkbox discounts

Qualifications

• 5+ years of UK work experience in IT support.
• Proficient in troubleshooting hardware and software issues.

Responsibilities

• Provide second-line technical support for IT issues.
• Install and troubleshoot desktops, printers, and applications.

Skills

Windows 10

Office 365

SCCM/MECM

MS Defender

Bitlocker

ServiceNow

Active Directory

LAN/WAN

TCP/IP

DNS

DHCP

VPN

RDP

anti-spyware software

anti-virus software

Tools

ServiceNow

SCCM/MECM

Job description

L2 / L3 Support Engineer - London Gatwick Airport

About the Job:

Working as an L2 Engineer involves providing second-line technical support for resolving a wide range of IT issues. You will diagnose and troubleshoot incidents and service requests escalated from the first-line support team, applying technical expertise to resolve complex problems efficiently.

What will you do?

1. Provide desktop support, troubleshooting basic hardware and standard software operating system issues, ensuring issues are resolved without impacting or violating hardware warranty or customer security compliance requirements.
2. Install and troubleshoot desktops, printers, laptops, and other peripherals, as well as desktop applications.
3. Perform 'Break/Fix' support, including installation, and manage add, move, or change requests for peripherals and device drivers.
4. Perform desk-side support, including basic administration of operating systems and off-the-shelf software systems.
5. Complete all assigned calls professionally, providing quality customer service and support for designated equipment.
6. Monitor service calls to ensure quality and service level goals are met promptly.
7. Update tickets accurately and promptly in ESP’s or the customer’s call management system.
8. Escalate issues to the next support level when necessary.
9. Typical tasks include setting up new starters, maintaining printers, performing preventative maintenance on desktops/laptops, office moves, relocations, and basic build and imaging for PC refreshes.
10. This role operates Monday to Friday, 9:00 to 17:00.

Additional Requirements for the Role:

1. Knowledge of Windows 10, Office 365, SCCM/MECM, MS Defender, Bitlocker, ServiceNow or similar ITSM tools.
2. Proficiency with Active Directory and knowledge of Mobile Device Management; familiarity with Crowdstrike/Qualys is a plus.
3. Ability to research and resolve operating system and application vulnerabilities.
4. Support knowledge of enterprise LAN/WAN, TCP/IP, DNS, DHCP, VPN, and RDP.
5. Experience with anti-spyware and anti-virus software.
6. Physical ability to lift/move equipment (20-40 kg) and stand or kneel for extended periods.
7. Must have a minimum of 5 years UK work experience, with references for airside operations.
8. Open to working in a fixed-term contract of 24 months.

Physical Requirements:

• Able to lift or push 20-40 kilograms of equipment.
• Able to stand or kneel for extended periods.
• Able to use mechanical tools.

Salary: We offer a competitive salary + benefits.

Benefits:

• Holiday Leave
• Pension
• Life Insurance
• Perkbox discounts

Who are we?

ESP Global Services has been providing 24/7 global IT support solutions since 1992. We manage over 1,000 tickets daily for more than 200 customers through on-site engineers, responsive visiting engineers, and multilingual service desk teams. Our commitment to quality is reflected in our ISO 9001 certification. ESP is an equal opportunity employer.

Please note: If you are not a passport holder of the country for the vacancy, you might need a work permit. For more information, check our blog. Do not provide bank or payment details when applying. All applications should be made via the 'Apply now' button.

Created on 07/05/2025 by TN, United Kingdom