IT Support Engineer
We are recruiting on behalf of a leading Managed Service Provider (MSP), delivering IT services into a government department. This is an excellent opportunity to join a professional IT team supporting a secure, enterprise-scale environment where you'll play a key role in delivering high-quality deskside support to end users.
As a Deskside Technician, you will act as the escalation point for technical issues that cannot be resolved by the 1st Line Service Desk. You'll provide hands-on technical support, take ownership of incidents through to resolution and deliver an exceptional customer experience.
Key Responsibilities
• Provide 2nd Line deskside support for hardware, software and application issues.
• Act as the escalation point for technical incidents from the Service Desk.
• Take ownership of incidents and service requests through to successful resolution.
• Troubleshoot desktop, laptop, peripheral and Microsoft Windows issues.
• Diagnose technical faults and escalate to 3rd Line Support where appropriate.
• Keep users informed with regular updates throughout the incident lifecycle.
• Build strong relationships with end users and provide excellent customer service.
• Support continuous service improvement initiatives and follow ITIL best practice.
• Work collaboratively with wider IT teams to ensure outstanding service delivery.
Skills & Experience
• Previous experience in a Deskside Support, IT Support or 2nd Line Support role.
• Strong knowledge of Microsoft Windows 10/11 and Microsoft 365.
• Excellent troubleshooting and diagnostic skills.
• Experience working within an enterprise or large-scale IT environment.
• Strong communication and customer service skills.
• Ability to prioritise workload and manage multiple incidents simultaneously.
• Experience working within an ITIL environment is desirable.
• Previous experience supporting public sector or government environments would be advantageous.
Desirable Qualifications
• ITIL Foundation
• CompTIA A+
• Microsoft certifications or equivalent experience
If you're an experienced IT Support professional looking for your next challenge, we'd love to hear from you. This is a fantastic opportunity to work for a leading MSP supporting a government department, delivering critical IT services within a secure and professional environment.