2nd Line Service Desk Engineer Stoke-On-Trent

2nd Line Service Desk Engineer

Purpose of the role:

Deliver high-quality IT support across Acosta Europe, ensuring reliable, secure, and efficient services that enable a positive user experience across business systems, infrastructure, and operational technology. 

Scope of Support 

Supports services across the IT landscape, including: 

• Service Desk: Incident, Request & Problem Management 
• Business Systems: Reapp Perform, COPS, Business Central, iTrent, Rydoo 
• Infrastructure & EUC: Devices, Azure, Active Directory, networking 
• Security & Access: Identity, endpoint protection, access control 
• Operational Tech: Warehouse scanners, printers, mobile devices 

Key Responsibilities: 

• Provide 2nd line support, troubleshooting hardware, software, mobile devices, and network issues 
• Take ownership of incidents through to resolution with clear user communication 
• Act as a key escalation point for 1st line and support training guidance 
• Maintain MDM asset records, and application catalogue 
• Collaborate with 3rd line teams and suppliers to resolve complex issues 
• Create and maintain documentation and knowledge articles 
• Support user training and onboarding for systems and tools 
• Identify and drive process improvements and efficiencies 
• Assist with projects, system enhancements, and technology evaluations 
• Ensure compliance with IT policies, standards, and security controls 

Technical Capability:

• Active Directory / Entra ID administration 
• Azure fundamentals and cloud services 
• Networking: DNS, DHCP, LAN/Wi-Fi troubleshooting 
• MDM / BYOD solutions 
• Endpoint security and anti-virus tools 
• PowerShell (or similar) for basic automation
• Service Desk / ITSM systems 
• Windows 10/11 environment support 
• End-user devices & peripherals 

Core Behaviours:

• Strong customer focus and communication skills 
• Ownership mindset – accountable end-to-end 
• Effective under pressure with good time management 
• Collaborative and supportive team player 
• Proactive with a continuous improvement mindset 
• Ability to train, influence, and build relationships 
• Curious and adaptable to new technologies

Key Interfaces:

• IT Service Desk (1st Line) 
• Infrastructure & 3rd Line Engineers 
• Business system owners 
• External suppliers and partners 
• IT Operations Manager 

Measures of Success