Senior Technical Service Engineer

Leidos, Inc.; Winchester; On-site; GBP 35,000 - 50,000; Full time

Job summary

A technology solutions company is seeking a Senior Technical Service Engineer to provide desktop support across the UK & EMEAI. The role involves managing technical tickets, supporting major incidents, and ensuring high customer service. Strong analytical skills and IT knowledge are essential. This position offers a collaborative work environment and various benefits including a contributory pension and private medical insurance.

Benefits

Contributory Pension Scheme

Private Medical Insurance

33 days Annual Leave

Access to Flexible benefits

Flexi-Time Working

Qualifications

• Ability to prioritize individual objectives.
• Previous experience in a technical support role, ideally second line/customer-facing.

Responsibilities

• Provide day-to-day desktop support for users across the UK & EMEAI.
• Act as a technical escalation point, managing tickets.
• Manage corporate IT stock and spares.

Skills

Strong customer focus

Analytical approach

Excellent verbal and written communication skills

Confident and self-motivated

Understanding of ITIL principles

Education

ITIL Foundation Certification

SC Clearance

Tools

Windows Operating Systems

Remote Desktop

Microsoft services (M365)

Job description

Senior Technical Service Engineer (Desktop)

Location: Whiteley, Hampshire

We're ready for you to unleash your potential!

Role Overview

As a Senior Technical Service Engineer, you will provide day-to-day desktop support (software and hardware) and assist remote and local users across the UK & EMEAI. You will ensure timely and efficient problem resolution while maintaining high customer service standards. Demonstration of Leidos values—Integrity, Inclusion, Innovation, Agility, Collaboration, and Commitment—is essential.

What will I be doing?

• Act as a technical escalation point, managing tickets to resolution or escalation to 3rd line, ensuring accurate tracking and updates.
• Support Major Incidents (MI).
• Perform laptop imaging, profiling, and daily maintenance.
• Manage user accounts as part of the starter/leaver process and conduct IT inductions for new starters.
• Liaise with Asset Management for asset registration and stock control.
• Collaborate with internal and external teams on problem management and adherence to SLOs.
• Ensure quality assurance and support Client Services-related projects.
• Undertake ad-hoc assignments, such as reporting and site visits, working with SCCM Lead overseeing software deployment and patch management.
• Manage corporate IT stock and spares and process WEEE waste management.
• Create or update documentation within the knowledge base.
• Adhere to Health & Safety standards and raise issues to the Client Services Team Leader.
• Assist with the Continuous Improvement Programme (CIP) for Client Services.
• Attend meetings as required and ensure mandatory training requirements are met.
• Develop relationships with key stakeholders.

Candidate Requirements

• Strong customer focus.
• Analytical approach with attention to detail and process governance.
• Excellent verbal and written communication skills.
• Confident, self-motivated, and positive attitude.
• Ability to prioritize individual objectives.
• Understanding of ITIL principles.

Technical Skills

• Proficient with Windows Operating Systems.
• Understanding of networking.
• Experience with Remote Desktop and Microsoft services (M365).
• Previous experience in a technical support role, ideally second line/customer-facing.

Preferred but not essential

• ITIL Foundation Certification.
• SC Clearance.

Clearance Requirements

BPSS Pre-Screening to start, SC for role.

What we do for you

At Leidos, we are passionate about customer success, united as a team, and inspired to make a difference. We offer meaningful careers, a collaborative culture, and support for your career goals, all while nurturing a healthy work-life balance. Our benefits include:

• Contributory Pension Scheme.
• Private Medical Insurance.
• 33 days Annual Leave (including public holidays).
• Access to Flexible benefits (life assurance, health schemes, gym memberships, etc.).
• Flexi-Time Working.

Commitment to Diversity

We welcome applications from all parts of the community and are committed to a diverse and inclusive culture. If you have a disability or need reasonable adjustments during the application process, please let us know.

Who We Are

We work to make the world safer, healthier, and more efficient through technology, engineering, and science. Leidos is a growing company delivering innovative solutions in defence, healthcare, government, safety, security, and transportation.

What Makes Us Different

Purpose: Use your passion to keep people safe. We are at the forefront of machine learning, AI, cybersecurity, and solutions.

Collaboration: Flexible work options enable you to do your best work from home, office, or on-site.

People: We empower people from all backgrounds to grow and develop through technical academies, career rotations, and development plans.

Join us to break things in a good way and build smarter solutions. We solve high-stakes problems with code, caffeine, and a healthy disregard for "how it's always been done."