Second Line IT Support Engineer: Elevate End-User Tech

SCG Connected; Dummer; On-site; GBP 22,000 - 28,000; Full time

Benefits offered by this job

25 Days Holiday

Birthday Day Off

Buy Holiday Scheme

Career Development and Progression

Employee Assistance Programme

Enhanced Company Sick Pay

Discounted Retail Vouchers

Reduced Gym Membership

SCG Mobile Benefit

Employee Referral Bonus

Annual Salary Reviews

Onsite Canteen (free croissants and no

Free Parking

Charity Events

Job summary

SCG Connected is seeking a capable IT Service Desk professional in the UK to handle escalated tickets from the First Line Service Desk, diagnose complex issues, and escalate to specialist teams when required.

You will guide First Line colleagues, support EUC endpoint protection and software deployment, and contribute to knowledge base and end-user documentation while maintaining SLA targets.

Qualifications

• Strong communication skills; explain technical topics to non-technical users.
• Customer-focused with commitment to delivering excellent service.
• Solid understanding of IT support principles and end-user computing technologies.
• Strong diagnostic and problem-solving skills across IT disciplines.
• Experience with identity and access administration, endpoint protection, and software deployment.
• Ability to guide and mentor First Line colleagues.
• An understanding of ITIL service management principles.

Responsibilities

• Receive and resolve escalated tickets from First Line Service Desk.
• Diagnose and resolve complex issues not resolved at first line.
• Escalate issues to Infrastructure, Security, or specialist teams when required.
• Provide guidance and support to First Line colleagues on technical matters.
• Support EUC endpoint protection activities and software deployment.
• Support EUC patch management to ensure up-to-date software.
• Log all support interactions and resolution details in the ticketing system.
• Contribute to knowledge base articles and end-user documentation.
• Stay informed about SLA targets and outage communications.

Skills

Communication skills

Customer focus

IT support principles

Diagnostic skills

Identity & access administration

Endpoint protection

Software deployment

Mentoring First Line colleagues

ITIL service management

Tools

Ticketing system

Job description

SCG Connected is seeking a capable IT Service Desk professional in the UK to handle escalated tickets from the First Line Service Desk, diagnose complex issues, and escalate to specialist teams when required.

You will guide First Line colleagues, support EUC endpoint protection and software deployment, and contribute to knowledge base and end-user documentation while maintaining SLA targets.