?? 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 * Jumping into action to resolve incidents and service requests with efficiency and skill * Tackling escalations from Level 1 support and providing guidance to help them grow * Delivering exceptional service with a proactive and customer-focused mindset * Playing a key part in improving service delivery and helping roll out innovative IT solutions * Helping shape and elevate IT support for a critical, high-availability environment ??? What You'll Be Doing * Handling 2nd line support, technical troubleshooting, and proactive maintenance * Maintaining high levels of customer satisfaction through top-tier communication and expertise * Suggesting service improvements and feeding into future managed service offerings * Collaborating with internal teams to ensure seamless IT experiences * Staying current with technology trends and applying them to real-world solutions ?? What You Bring to the Table / Essential Skills & Experience * 2 years in a Level 2 technical support role * Confident in live environments where uptime and reliability are critical * Strong grasp of Microsoft environments (M365/O365) * Proficiency in networking, mail flow troubleshooting, and IT system architecture * Proven track record of delivering customer-focused support * Excellent communicator - clear, concise, and customer-first * Self-starter with a keen eye for detail and a methodical approach ?? Desirable Extras * Microsoft certifications & ITIL Foundation * Familiarity with Azure, VMware, Hyper-V * Understanding of DHCP, DNS, Active Directory, GPO * 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.