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Job Title: 2nd Line Support Engineer
Location: Salisbury (On-site, 5 days a week)
Salary: 31,000 - 33,000
A leading consultancy organisation is currently looking to recruit a 2nd Line Support Engineer to join their End User Services (EUS) team in Salisbury. Reporting to the EUS Lead Group, you'll play a key second-line support role, responsible for resolving incidents, handling requests, and supporting project related tasks. You'll work closely with our Service Desk and Level 3 teams to ensure high-quality service delivery and seamless communication.
Key Responsibilities
- Resolve second-line incidents within defined SLAs
- Complete user requests in a timely manner
- Maintain escalations at less than 2% per month
- Achieve CSAT scores of 4.5/5 or higher for incidents handled
- Communicate proactively with Service Desk and L3 teams
- Deliver project tasks within agreed timescales
What We're Looking For
- Hands-on experience with Microsoft Windows 10/11 and Intune
- Solid understanding of desktop and laptop hardware
- Basic administration knowledge of SCCM (MECM) and Active Directory
- Working knowledge of networking concepts (LAN/WAN/vLAN, Wi-Fi)
- Familiarity with security tools, especially disk encryption using BitLocker
