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2nd Line Service Desk Engineer - Gloucestershire

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Rob Hedworth
Information Technology
South West
£22,000 to £26,000
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Position – 2nd Line Service Desk Engineer


Location – Gloucestershire


Salary – £22,000 to £26,000


Main Duties:

  • Provide 2nd line support for incoming service requests, utilising the help desk ticketing system.
  • Escalation of incidents to senior engineers, where appropriate.
  • Provide mentoring for the 1st & other 2nd line support Engineers.
  • Answer incoming telephone calls, tickets and emails and provide first point of contact as well as escalations to all customers.
  • Logging support tickets for all issues flagged, including 24/7 and daily checks.
  • Raise hardware failures as critical P1 priority.
  • Raise outages as critical P1 priority.
  • Assist on Project work as and when required.


  • Will have over 2 years’ experience working in an IT support environment.
  • Have at least 1 formal IT qualification at entry level or above.
  • Will have experience in troubleshooting Microsoft environments.
  • Excellent working knowledge of windows server 2003/2008/2012/2016.
  • Excellent working knowledge of windows 7/8/10.
  • Excellent working knowledge of Office 2003/2010/2013/2016/365.
  • Exchange server 2003/2007/2010/2013/2016/365 implementation experience.
  • Good working knowledge of major networking components, networking operating systems and basic configuration and maintenance.


To be considered for this role, then please call Rob Hedworth on 01509 615290

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