Onsite Desktop Support Engineer — Manchester (2nd Line)

Computacenter AG & Co. oHG; Manchester; Hybrid; GBP 28,000 - 36,000; Full time

Job summary

Computacenter is seeking a Desktop Support Engineer to provide hands-on technical support across a busy customer environment in Manchester, onsite full time.

You will resolve incidents, fulfill service requests and ensure users receive a responsive, high-quality support experience. 2nd line responsibility and coordination with Level 3 teams will be essential to resolving issues involving laptops, desktops, networks and peripherals.

Qualifications

• Proficient with Windows 10/11, including build and configuration.
• Strong customer service and communication skills.
• 2nd line support to resolve incidents within SLA.
• Experience with ITSM tooling, especially ServiceNow.
• Basic networking knowledge: LAN/WAN/Wi‑Fi, DHCP and DNS.
• Experience with printers and general peripherals support.

Responsibilities

• Undertake incident and service request tasks.
• Provide 2nd line responsibility for incident resolution to SLA.
• Maintain a low incident rate (<2% per month).
• Complete assigned work within agreed timeframes.
• Support project tasks with internal and external PMs.
• Handle non-standard requests within agreed timescales.
• Coordinate with Level 3 teams for major issues and resolutions.
• Troubleshoot laptop/desktop hardware, networks, printers, etc.
• Install and configure software and hardware.

Skills

Windows 10/11

Customer service excellence

2nd line incident resolution

ITSM knowledge (ServiceNow)

Networking basics (LAN/WAN/Wi-Fi)

Printer & hardware support

Tools

ServiceNow

Active Directory

SCCM

VPN

Job description

Computacenter is seeking a Desktop Support Engineer to provide hands-on technical support across a busy customer environment in Manchester, onsite full time.

You will resolve incidents, fulfill service requests and ensure users receive a responsive, high-quality support experience. 2nd line responsibility and coordination with Level 3 teams will be essential to resolving issues involving laptops, desktops, networks and peripherals.