Senior Information Technology Engineer

ZipRecruiter; Bristol; Hybrid; GBP 38,000 - 40,000; Full time

Job summary

A leading company is searching for a Senior Level 2 Service Desk Engineer. In this pivotal role, you will resolve incidents, escalate issues, and suggest service improvements while ensuring high customer satisfaction levels in a fast-paced tech environment. This position offers a chance to work in a hybrid model with occasional site travel.

Qualifications

• 2+ years in a Level 2 technical support role.
• Confident in live environments where uptime and reliability are critical.
• Strong grasp of Microsoft environments and networking.

Responsibilities

• Handling 2nd line support and technical troubleshooting.
• Delivering exceptional services and maintaining customer satisfaction.
• Collaborating with teams to ensure seamless IT experiences.

Skills

Technical troubleshooting

Customer-focused support

Communication

Problem-solving

Education

Microsoft certifications

ITIL Foundation

Tools

Microsoft environments (M365/O365)

Azure

VMware

Hyper-V

Job description

Job Description

Role: Senior Level 2 Service Desk Engineer

Location: Portishead HQ (with occasional travel to local sites)

Full-time | 37.5 hrs/week | Mon–Fri between 07:30–19:30 (rotational shifts)

Permanent Role - hybrid

Salary: Up to £38,000 - £40,000

Are you a passionate problem-solver who thrives in a fast-paced tech environment? Do you love the satisfaction of helping people, fixing issues, and improving IT services that really matter? We’re on the hunt for a Level 2 Service Desk Engineer to become the go-to expert for technical support across a vital public sector organisation.

Why You’ll Love This Role

• Jumping into action to resolve incidents and service requests with efficiency and skill

• Tackling escalations from Level 1 support and providing guidance to help them grow

• Delivering exceptional service with a proactive and customer-focused mindset

• Playing a key part in improving service delivery and helping roll out innovative IT solutions

• Helping shape and elevate IT support for a critical, high-availability environment

️ What You’ll Be Doing

• Handling 2nd line support, technical troubleshooting, and proactive maintenance

• Maintaining high levels of customer satisfaction through top-tier communication and expertise

• Suggesting service improvements and feeding into future managed service offerings

• Collaborating with internal teams to ensure seamless IT experiences

• Staying current with technology trends and applying them to real-world solutions

What You Bring to the Table / Essential Skills & Experience

• 2+ years in a Level 2 technical support role

• Confident in live environments where uptime and reliability are critical

• Strong grasp of Microsoft environments (M365/O365)

• Proficiency in networking, mail flow troubleshooting, and IT system architecture

• Proven track record of delivering customer-focused support

• Excellent communicator – clear, concise, and customer-first

• Self-starter with a keen eye for detail and a methodical approach

Desirable Extras

• Microsoft certifications & ITIL Foundation

• Familiarity with Azure, VMware, Hyper-V

• Understanding of DHCP, DNS, Active Directory, GPO

• Awareness of SQL, WSUS, CRM, and other Microsoft business technologies

Bonus: Security Clearance

Due to the nature of the role, successful applicants must be eligible for non-police vetting Level 3 security clearance.

If you’re ready to take your IT career to the next level and work in an environment where your skills make a difference every day, we’d love to hear from you.

Apply now and let’s shape the future of IT service together.