Senior 2Nd Line Service Desk Engineer - GBP 38000

Role: Senior Level 2 Service Desk Engineer
Location: Portishead HQ (with occasional travel to local sites)
Full-time | 37.5 hrs/week | Mon-Fri between 07:30-19:30 (rotational shifts)
Permanent Role - hybrid
Salary: Up to £38,000

Are you a passionate problem-solver who thrives in a fast-paced tech environment? Do you love the satisfaction of helping people, fixing issues, and improving IT services that really matter? We're on the hunt for a Level 2 Service Desk Engineer to become the go-to expert for technical support across a vital public sector organisation.

Why You'll Love This Role

1. Jumping into action to resolve incidents and service requests with efficiency and skill
2. Tackling escalations from Level 1 support and providing guidance to help them grow
3. Delivering exceptional service with a proactive and customer-focused mindset
4. Playing a key part in improving service delivery and helping roll out innovative IT solutions
5. Helping shape and elevate IT support for a critical, high-availability environment

What You'll Be Doing

1. Handling 2nd line support, technical troubleshooting, and proactive maintenance
2. Maintaining high levels of customer satisfaction through top-tier communication and expertise
3. Suggesting service improvements and feeding into future managed service offerings
4. Collaborating with internal teams to ensure seamless IT experiences
5. Staying current with technology trends and applying them to real-world solutions

What You Bring to the Table / Essential Skills & Experience

1. 2+ years in a Level 2 technical support role
2. Confident in live environments where uptime and reliability are critical
3. Strong grasp of Microsoft environments (M365/O365)
4. Proficiency in networking, mail flow troubleshooting, and IT system architecture
5. Proven track record of delivering customer-focused support
6. Excellent communicator - clear, concise, and customer-first
7. Self-starter with a keen eye for detail and a methodical approach

Desirable Extras

1. Microsoft certifications & ITIL Foundation
2. Familiarity with Azure, VMware, Hyper-V
3. Understanding of DHCP, DNS, Active Directory, GPO
4. Awareness of SQL, WSUS, CRM, and other Microsoft business technologies

Bonus: Security Clearance

Due to the nature of the role, successful applicants must be eligible for non-police vetting Level 3 security clearance.

If you're ready to take your IT career to the next level and work in an environment where your skills make a difference every day, we'd love to hear from you.

Apply now and let's shape the future of IT service together.