At a Glance
- Tasks: Deliver top-notch IT support and troubleshoot tech issues for a dynamic team.
- Company: Join Acosta Europe, a leader in innovative IT solutions.
- Benefits: Competitive salary, flexible hours, and opportunities for remote work.
- Other info: Great career growth potential in a collaborative environment.
- Why this job: Make a real impact by enhancing user experiences with cutting-edge technology.
- Qualifications: Experience in IT support and strong communication skills are essential.
The predicted salary is between 31500 - 38500 £ per year.
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, i Trent, 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
- Power Shell (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 / reduction in escalations
- User satisfaction and feedback
- Quality of documentation and knowledge sharing
- Contribution to service improvements and stability
What's on Offer
- Working Hours: 37.5 hours, flexible between 8 am - 5.30 pm (Monday to Friday)
- Work Arrangement: Office-based role with some home working available
- On-Call Pay: Opportunity to earn extra pay for on-call hours when enough knowledge has been gained in the role
- Location: Head Office Stoke on Trent
- #J-18808-Ljbffr
2nd Line Service Desk Engineer Stoke-On-Trent employer: Dee Set Ltd
Dee Set Ltd is an excellent employer that values creativity and proactivity, offering a supportive work culture where employees can thrive. With fixed hours and the flexibility of part-time work, you will enjoy a healthy work-life balance while benefiting from employee discounts and opportunities for growth within the retail sector. Join us in Tees Valley, where your contributions are recognised and rewarded, making every day meaningful and enjoyable.
