Senior Desktop Support Engineer (2nd Line) – Onsite

Together - loans, mortgages & finance; Cheadle; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

On-site in Cheadle

26 days holiday + birthday day off + 8

Shared Reward Bonus

Discretionary annual bonus

Matched pension contribution

Health cash plan + Private medical

Life assurance & Critical illness

Travel season ticket loans

Ride to work scheme

Gym access

Bar/restaurant discounts

Job summary

Together is seeking an experienced Desktop Support Engineer to join our Service Desk in Cheadle. You’ll provide technical support to colleagues across the business, resolving incidents and requests via phone, email, remote support and face-to-face interactions.

You’ll own incidents from start to finish, manage queues to meet SLAs, maintain tickets and IT assets, and support onboarding, offboarding and access management.

Qualifications

• Proven experience in a Desktop Support / 2nd line Role.
• Excellent problem-solving skills with ability to deliver to tight timescales and changing priorities.
• Experience of working in an ITIL aligned environment.
• Established track record of providing advanced technical support and configuration of desktop software and hardware including resolving connectivity issues.
• Proven ability to create clear and comprehensive testing and technical documentation.
• Technical experience that includes Windows Server 2012R2–2022, Active Directory, Group Policy, DNS, DHCP, Exchange Online.
• Microsoft Windows 11 and knowledge of VPN, Remote Desktop Services.
• Software distribution platform experience – MECM.
• Virtualization – VMware.
• Strong knowledge of Microsoft Intune and Autopilot.
• Microsoft 365.
• RBAC, Back-up technologies (Evault/Rubrik).
• Support for Apple Mac devices and encryption tools.
• PowerShell usage.

Responsibilities

• Provide technical desktop support to colleagues across the business via phone, email, remote support and face-to-face interactions.
• Take ownership of incidents from start to finish and manage the support queue to meet SLAs.
• Maintain accurate ticket records, IT assets and licences; support onboarding and offboarding and RBAC access management.
• Mentor colleagues, create and maintain knowledge articles, and contribute to IT projects.
• Investigate recurring issues, perform root cause analysis, support change control and implement long-term solutions.

Skills

Desktop Support

ITIL

Windows Server

Active Directory

Group Policy

DNS

DHCP

Exchange Online

Windows 11

VPN

Remote Desktop Services

MECM

VMware

Microsoft Intune

Autopilot

Microsoft 365

RBAC

Backup (Evault/Rubrik)

Mac support

PowerShell

Tools

MECM

VMware

Microsoft Intune

Autopilot

Microsoft 365

Exchange Online

VPN

Remote Desktop Services

Job description

Together is seeking an experienced Desktop Support Engineer to join our Service Desk in Cheadle. You’ll provide technical support to colleagues across the business, resolving incidents and requests via phone, email, remote support and face-to-face interactions.

You’ll own incidents from start to finish, manage queues to meet SLAs, maintain tickets and IT assets, and support onboarding, offboarding and access management.