Service Desk Engineer

Description:

Are you a strong 1st liner ready for the next step, or a 2nd line engineer who wants a role with real variety?

We're working with a manufacturing business on the lookout for a 2nd Line IT Service Desk Engineer to join its Hull-based Service Desk. It's part of a lean, close-knit team where everyone gets stuck in, so you'll see the full picture rather than being boxed into one narrow queue.

What you'll be doing

This is a hands-on role with room to grow into more responsibility.

You'll be:

• Supporting both 1st and 2nd line, from password resets to the more complex issues
• Picking up escalations from the 1st line technicians when they can't resolve something on first fix
• Guiding and coaching 1st line colleagues, helping to build the team's capability
• Owning and improving the workstation build process: how devices are configured, deployed and decommissioned
• Keeping accurate hardware and software asset records
• Supporting production and shop-floor tech like label printers, handheld scanners and ERP/MES devices
• Writing SOPs and knowledge base articles so fixes don't just live in people's heads
• Getting involved in infrastructure projects, new site set-ups and technology rollouts
• Working alongside the infrastructure and cyber security colleagues to triage incidents and support security initiatives

What they care about

Yes, they want solid technical foundations. But more than that, they want:

• Someone with real passion for the work and the right attitude, not just someone ticking off tickets
• Someone who wants to learn, work hard and do well
• A clear communicator who can explain technical issues to anyone, and keep people informed when things go wrong

If you're a good, solid 1st liner who's ready to step up, that's welcome. If you're a confident 2nd liner (or even 3rd line looking for a change of pace), that's welcome too.

The technical bit

• Experience supporting Windows and Microsoft 365 / Azure, including Active Directory / Entra ID, Intune / Autopilot (or SCCM), Exchange Online and SharePoint
• Comfortable using ITSM tools and working to SLAs
• Nice to have: ITIL Foundation
• Full UK driving licence required