Senior Desktop Support Engineer - 2nd Line ITIL Expert

Together; East Staffordshire; On-site; GBP 32,000 - 46,000; Full time

Job summary

Together is seeking an experienced Desktop Support Engineer to join our Service Desk. You will provide 2nd line support, resolve incidents, and manage requests via phone, email, remote and face-to-face interactions across the business.

Working in an ITIL-aligned environment, you will own incidents from start to finish, maintain ticket records, support onboarding/offboarding and RBAC, and contribute to projects while developing knowledge articles to improve service quality.

Qualifications

• Experienced Desktop Support / 2nd line professional with ITIL background.
• Strong problem-solving skills and ability to meet tight deadlines.
• Experience in ITIL-aligned environments.
• Proven ability to document testing and technical procedures.
• Experience with Windows Server 2012 R2–2022, Active Directory, DNS, DHCP, Exchange Online.
• Proficient with MECM, VMware, Intune, Autopilot.
• Knowledge of Apple macOS/iOS device support.
• PowerShell and RBAC familiarity.

Responsibilities

• Take ownership of incidents from start to finish and manage the support queue to meet SLAs.
• Escalate where required and provide timely updates to colleagues.
• Create and maintain knowledge articles to improve team effectiveness.
• Support IT projects and deployment of new technologies.
• Assist onboarding/offboarding and role-based access management.
• Assist with backups and recovery processes and policy adherence.

Skills

Desktop Support

2nd line support

Problem solving

ITIL

Technical documentation

RBAC

PowerShell

Tools

MECM

VMware

Microsoft Intune

Autopilot

PowerShell

VPN

Remote Desktop Services

Microsoft 365

Sophos Central

FileVault

Job description

Together is seeking an experienced Desktop Support Engineer to join our Service Desk. You will provide 2nd line support, resolve incidents, and manage requests via phone, email, remote and face-to-face interactions across the business.

Working in an ITIL-aligned environment, you will own incidents from start to finish, maintain ticket records, support onboarding/offboarding and RBAC, and contribute to projects while developing knowledge articles to improve service quality.