Job Description
2nd Line Service Desk Engineer
Purpose of the role:
Deliver high-quality IT support across Acosta Europe, ensuring reliable, secure, and efficient services that enable a positive user experience across business systems, infrastructure, and operational technology.
Scope of Support
Supports services across the IT landscape, including:
* Service Desk: Incident, Request & Problem Management
* Business Systems: Reapp Perform, COPS, Business Central, iTrent, Rydoo
* Infrastructure & EUC: Devices, Azure, Active Directory, networking
* Security & Access: Identity, endpoint protection, access control
* Operational Tech: Warehouse scanners, printers, mobile devices
Key Responsibilities:
* Provide 2nd line support, troubleshooting hardware, software, mobile devices, and network issues
* Take ownership of incidents through to resolution with clear user communication
* Act as a key escalation point for 1st line and support training guidance
* Maintain MDM asset records, and application catalogue
* Collaborate with 3rd line teams and suppliers to resolve complex issues
* Create and maintain documentation and knowledge articles
* Support user training and onboarding for systems and tools
* Identify and drive process improvements and efficiencies
* Assist with projects, system enhancements, and technology evaluations
* Ensure compliance with IT policies, standards, and security controls
Technical Capability:
* Active Directory / Entra ID administration
* Azure fundamentals and cloud services
* Networking: DNS, DHCP, LAN/Wi-Fi troubleshooting
* MDM / BYOD solutions
* Endpoint security and anti-virus tools
* PowerShell (or similar) for basic automation
* Service Desk / ITSM systems
* Windows 10/11 environment support
* End-user devices & peripherals
Core Behaviours:
* Strong customer focus and communication skills
* Ownership mindset – accountable end-to-end
* Effective under pressure with good time management
* Collaborative and supportive team player
* Proactive with a continuous improvement mindset
* Ability to train, influence, and build relationships
* Curious and adaptable to new technologies
Key Interfaces:
* IT Service Desk (1st Line)
* Infrastructure & 3rd Line Engineers
* Business system owners
* External suppliers and partners
* IT Operations Manager
Measures of Success
* SLA adherence and ticket resolution times First-time fix rate / reducti