Job Description 2nd Line Service Desk Engineer 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, iTrent, 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 PowerShell (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 / reducti
