L2 Deskside Support

NEW CONTRACT ROLE - LEVEL 2 DESKSIDE SUPPORT ENGINEER | 12-Month Contract | Temp-to-Perm Opportunity | £140-150 per day | Start Date: 27th January (ASAP thereafter if not possible)

THE OPPORTUNITY

Looking for a Level 2 Deskside Support Engineer to join a client on a 12-month contract based in Birmingham. This role sits within a ticket-based support environment, supporting end users through a structured ITSM process.

It is well suited to an engineer who is confident managing their own ticket queue, delivering consistent resolutions, and providing a strong on-site user experience. There is temp-to-perm potential depending on performance.

THE ROLE

You will provide Level 2 deskside and on-site support within a ticket-driven environment, taking ownership of incidents and service requests from logging through to resolution.

Key responsibilities include:

• Providing Level 2 deskside support in a ticket-based IT support environment.
• Managing and resolving incidents and service requests within agreed SLAs.
• Troubleshooting, laptops, desktops, and peripherals.
• Performing device builds, swaps, upgrades, and replacements.
• Updating tickets with clear, accurate resolution notes.
• Escalating unresolved issues to 3rd line teams where appropriate.
• Supporting users both remotely and on-site.
• Maintaining clear technical documentation and handover notes.

TECHNICAL SKILLS / REQUIREMENTS

Essential:

• Minimum 2 years' experience in a Level 2 Deskside Support role.
• Proven experience working in a ticket-based support environment.
• Hardware troubleshooting experience (laptops, desktops, peripherals).
• Familiarity with ITSM / ticketing tools.
• Strong communication and customer service skills.
• Ability to commute to site within 1 hour or less.

Desirable:

• Experience in enterprise IT environments.
• Exposure to Active Directory (user and group management).
• Experience supporting mobile devices (iOS / Android).

TO BE CONSIDERED...

Please apply directly by emailing with your CV and current availability.

KEYWORDS:

L2 Deskside Support, Level 2 Support Engineer, Ticket-Based Support, Desktop Support, IT Support Engineer, Windows 10/11, Microsoft 365, Birmingham