Onsite 2nd-Line IT Support Engineer

Capita Business Services; Darwen; On-site; GBP 28,000 - 38,000; Full time

Job summary

Capita is seeking an onsite Desktop Support Analyst in Darwen to deliver hands-on 2nd line IT support for desktops, laptops, tablets and mobiles. You will troubleshoot issues, provision new equipment, and support devices across networks, printers and telephony with remote assistance for off-site colleagues.

You will work with technical teams and third-party partners to resolve incidents efficiently and in line with SLAs, with occasional out-of-hours overtime and a 7.5-hour day.

Qualifications

• Proven experience delivering 2nd line onsite desktop support.
• Experience with Windows 10 and Windows 11 environments.
• Experience with Microsoft 365 / Office 365.
• Experience with Active Directory administration (users and computers).
• Experience with Microsoft Intune and device management.
• Experience with Azure AD / Entra ID.
• Experience with Intune Autopilot and deploying Intune-managed devices.
• Good understanding of network support and wireless tech.
• Ability to diagnose hardware issues and coordinate repairs.
• Willingness to provide occasional out-of-hours support.

Responsibilities

• Investigate and resolve 2nd line incidents for laptops, desktops and mobiles.
• Collaborate with users, technical teams and vendors to resolve issues per SLAs.
• Provide onsite and remote technical support to colleagues.
• Provision new desktops, laptops and tablets with correct build and asset tag.
• Support deployment of Intune-managed devices and Autopilot.
• Handle network, printer, mobile device and telephony incidents.
• Maintain accurate asset information in CMDB.
• Liaise with hardware/software suppliers for repairs.
• Maintain and update technical support documentation.
• Support occasional office moves outside normal hours.

Skills

2nd line support

Windows 10/11

Microsoft 365

Active Directory

Intune

Azure AD / Entra ID

Intune Autopilot

Network support

Hardware troubleshooting

Overtime willingness

Asset management

Tools

Intune

Azure Active Directory

Entra ID

Intune Autopilot

Microsoft 365

Job description

Capita is seeking an onsite Desktop Support Analyst in Darwen to deliver hands-on 2nd line IT support for desktops, laptops, tablets and mobiles. You will troubleshoot issues, provision new equipment, and support devices across networks, printers and telephony with remote assistance for off-site colleagues.

You will work with technical teams and third-party partners to resolve incidents efficiently and in line with SLAs, with occasional out-of-hours overtime and a 7.5-hour day.