At a Glance
- Tasks: Provide top-notch technical support for hardware, software, and network issues.
- Company: Join a dynamic IT team in a fast-paced environment.
- Benefits: Competitive salary, flexible hours, and opportunities for growth.
- Other info: Great chance to enhance your tech skills and advance your career.
- Why this job: Make a real difference by solving complex tech problems every day.
- Qualifications: Experience in desktop support and strong troubleshooting skills required.
The predicted salary is between 31500 - 38500 £ per year.
Excellent Opportunity for a Level 2 Desktop Support Technician who provides technical support for hardware, software, and network-related issues escalated from Level 1 support.
This role is responsible for diagnosing and resolving complex incidents, fulfilling service requests, managing IT assets, and ensuring timely resolution of technical problems in accordance with defined Service Level Agreements (SLAs).
The ideal candidate combines strong troubleshooting skills with excellent customer service and the ability to work independently on moderately complex technical issues.
Key Responsibilities
- Serve as the escalation point for Level 1 support, handling tickets that require deeper technical investigation
- Diagnose and resolve hardware issues including desktops, laptops, printers, monitors, docking stations, and peripherals
- Troubleshoot software issues including operating systems (Windows/mac OS), productivity suites (Microsoft 365, Google Workspace), and business-critical applications
- Resolve network connectivity issues at the endpoint level (Wi‑Fi, VPN, LAN, DNS/IP conflicts)
- Perform root cause analysis for recurring incidents and document findings
- Prioritize and manage incident tickets based on severity, impact, and SLA requirements
- Escalate unresolved or highly complex issues to Level 3 support or specialized teams (network, server, security)
- Service Request Management
- Process and fulfill service requests such as new hardware provisioning, software installations, account setup, and access changes
- Manage the full lifecycle of IT assets — imaging, deployment, configuration, and decommissioning of desktops and laptops
- Coordinate hardware/software procurement requests with vendors or internal procurement teams
- Perform user onboarding/offboarding tasks including equipment setup, account provisioning, and access de‑provisioning
- Maintain and update the IT asset inventory and Configuration Management Database (CMDB)
- Troubleshooting & Technical Support
- Perform advanced diagnostics using tools such as Event Viewer, Task Manager, Command Prompt/Power Shell, Terminal, and remote monitoring tools
- Troubleshoot Active Directory account issues (password resets, lockouts, group policy conflicts)
- Support imaging and deployment tools (SCCM, Intune, JAMF, or equivalent MDM platforms)
- Diagnose and resolve printer, scanner, and peripheral connectivity issues
- Support mobile device management (MDM) for company‑issued smartphones and tablets
- Perform OS reinstalls, driver updates, and firmware upgrades as needed
- Troubleshoot email client issues (Outlook, Exchange, Gmail) including profile corruption and sync errors
- Documentation & Reporting
- Document all incident resolutions, workarounds, and knowledge base articles for future reference
- Maintain accurate records in the ITSM ticketing system (Service Now, Jira Service Management, Freshservice, or similar)
- Contribute to and maintain internal knowledge base and standard operating procedures (SOPs)
- Provide regular status reports and trend analysis on recurring issues to management
- Customer Service & Communication
- Deliver professional, courteous, and timely support to end users via phone, email, chat, and in‑person
- Communicate technical information clearly to non‑technical users
- Manage user expectations regarding timelines and resolution steps
- Follow up on open tickets to ensure customer satisfaction and closure
- Compliance & Security
- Ensure all support activities comply with company IT security policies and data privacy regulations
- Apply security patches, antivirus updates, and endpoint protection configurations
- Identify and report potential security incidents (phishing, malware, unauthorized access)
- Support compliance audits by providing accurate asset and access documentation
Experience
- Good experience in a desktop support or IT service desk role
- Demonstrated experience handling Level 2 escalations and complex troubleshooting
- Experience with ITSM ticketing systems and SLA‑driven environments
- Experience supporting a Windows and/or mac OS enterprise environment
- Technical Skills
- Strong knowledge of Windows 10/11 and/or mac OS operating systems
- Proficiency with Microsoft 365 / Google Workspace administration
- Hands‑on experience with Active Directory, Group Policy, and Azure AD/Entra ID
- Familiarity with remote support tools (Team Viewer, Any Desk, Remote Desktop)
- Experience with endpoint management/imaging tools (SCCM, Intune, JAMF)
- Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN)
- Familiarity with antivirus/endpoint protection platforms
- Basic scripting knowledge (Power Shell, Bash) a plus
- Soft Skills
- Excellent verbal and written communication skills
- Strong analytical and problem‑solving abilities
- Ability to manage multiple priorities in a fast‑paced environment
- Customer‑focused mindset with a professional demeanor
- Strong attention to detail and documentation habits
- Ability to work both independently and collaboratively within a team
- #J-18808-Ljbffr
Level 2 Desktop Support Technician employer: Cognizant
Cognizant is an excellent employer, offering a dynamic work culture that fosters innovation and collaboration within the UK Public Sector. Employees benefit from comprehensive growth opportunities, including training in cutting-edge AI technologies, while contributing to meaningful projects that impact government services. With a commitment to quality and excellence, Cognizant provides a supportive environment where your contributions are valued and recognised.
StudySmarter Expert Advice🤫
We think this is how you could land Level 2 Desktop Support Technician
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Cognizant values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Cognizant might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Cognizant!
✨Direct Apply to Cognizant
Let's not forget to apply directly through the Cognizant website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Level 2 Desktop Support Technician
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Cognizant.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Cognizant. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Cognizant
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
