At a Glance
- Tasks: Provide top-notch IT support and troubleshoot tech issues for a dynamic team.
- Company: Join Acosta Europe, a leader in delivering reliable IT services.
- Benefits: Competitive salary, flexible hours, and opportunities for remote work.
- Other info: Great career growth potential in a collaborative and supportive 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 is an exceptional employer, offering a dynamic work environment for Retail Merchandisers in Boroughbridge. With flexible working hours, a contributory pension scheme, and opportunities for ongoing training and development, we prioritise employee growth and satisfaction. Our supportive culture encourages innovation and teamwork, making it a rewarding place to contribute to impactful in-store campaigns.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line Service Desk Engineer Stoke-On-Trent
✨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 Dee Set Ltd 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 Dee Set Ltd 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 Dee Set Ltd!
✨Direct Apply to Dee Set Ltd
Let's not forget to apply directly through the Dee Set Ltd 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 2nd Line Service Desk Engineer Stoke-On-Trent
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 Dee Set Ltd.
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 Dee Set Ltd. 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 Dee Set Ltd
✨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.
