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