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- Tasks: Provide top-notch desktop support and manage IT service requests in a dynamic environment.
- Company: Join a forward-thinking tech company in Bournemouth with a collaborative spirit.
- Benefits: Enjoy competitive pay, career growth opportunities, and a supportive team atmosphere.
- Why this job: Make a real difference by helping colleagues with their tech challenges every day.
- Qualifications: Experience in desktop support and a passion for customer service are essential.
- Other info: Be part of a diverse team and enhance your skills in a fast-paced setting.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Must have: O365, Active Directory, SCCM.
Nice to have: Intune, McAfee, Citrix, Zscaler, Tenable, CrowdStrike, Fuze, Zoom, Asset Management System, JIRA, Service Now, Adobe products.
As a Desktop Support Engineer, you will be based full‑time in our office in Bournemouth, providing colleagues with hardware, software and infrastructure support. You will work within the End User Computing Team, collaborating with other IT Support Teams to deliver second‑ and third‑line operational support, including client, desktop, local server and network support, end‑user training, timely incident and service request resolution, and technical project support for the PMO. You will also manage the lifecycle of End User Computing devices – reception, configuration, provisioning, software installation (unpackaged apps), recovery, disposal, CMDB maintenance and low‑level comms room support.
You’ll be joining a network of experienced, innovative and dedicated professionals across multiple teams and countries. There are countless opportunities to learn new skills and advance your career, and we’ll provide the support you need to do just that.
Experience & Qualifications
- Demonstrable knowledge of build systems on SCCM and Intune mobile device management as a technically skilled Deskside Support Engineer.
- Engaging and customer‑focused attitude with proven customer service skills.
- Exceptional verbal and written communication skills – ability to convey technical information clearly to non‑technical stakeholders while setting expectations and providing reassurance.
- Confidence, determination, resilience and a can‑do attitude needed to multi‑task and self‑manage in a constantly changing environment.
- Logical, structured approach to troubleshooting complex environments.
- Experience working with wider IT teams in an ITIL‑driven environment (Incident, Problem, Change, Knowledge Management and Service Asset Configuration Management).
- Minimum of 2 years’ deskside support experience, with demonstrable knowledge of the asset lifecycle including builds, deployments, returns and decommissioning.
Day to Day Responsibilities
- Effectively and efficiently manage support tickets logged in the ITSM tool according to defined key performance indicators to enable effective service management.
- Take ownership of support tickets and provide regular updates to users and other IT support teams, escalating issues when required.
- Contribute to and maintain technical documentation in the knowledge management database.
- Drive service improvement by developing documentation detailing processes and procedures.
- Proactively investigate problems, identify workarounds, fixes and root causes, and support Disaster Recovery activities as required.
- Manage relationships with users, colleagues in other IT support teams and third‑party partners.
- Engage with the Service Delivery Team and third‑party service providers.
- Proactively support major incident management to restore impacted systems as quickly as possible.
The above list of key accountabilities is not an exhaustive list and may change from time to time based on business needs.
2nd Line Support Engineer employer: Edenhale
Contact Detail:
Edenhale Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Support Engineer
✨Tip Number 1
Network, network, network! Get out there and connect with people in the industry. Attend local meetups or tech events in Bournemouth, and don’t be shy about introducing yourself. You never know who might have a lead on that perfect 2nd Line Support Engineer role!
✨Tip Number 2
Practice your interview skills! Mock interviews can really help you nail down your responses to common questions. Focus on showcasing your experience with O365, Active Directory, and SCCM, and be ready to explain how you've tackled complex troubleshooting scenarios.
✨Tip Number 3
Show off your soft skills! As a Desktop Support Engineer, communication is key. Be prepared to discuss how you've effectively communicated technical information to non-technical users in the past. This will set you apart from other candidates.
✨Tip Number 4
Don’t forget to apply through our website! We love seeing applications come directly from motivated candidates. Plus, it gives you a chance to showcase your enthusiasm for joining our team in Bournemouth and contributing to our innovative culture.
We think you need these skills to ace 2nd Line Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience with O365, Active Directory, and SCCM. We want to see how your skills match the job description, so don’t be shy about showcasing your relevant experience!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for the Desktop Support Engineer role. Share specific examples of how you've tackled similar challenges in the past.
Show Off Your Communication Skills: Since you'll be working with both technical and non-technical folks, make sure your application reflects your ability to communicate clearly. We love candidates who can break down complex tech jargon into simple terms!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at Edenhale
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of O365, Active Directory, and SCCM. Be ready to discuss how you've used these tools in past roles, as well as any challenges you've faced and how you overcame them.
✨Show Off Your Customer Service Skills
Since this role is all about supporting colleagues, be prepared to share examples of how you've provided excellent customer service in the past. Highlight your ability to communicate technical information clearly to non-technical users.
✨Demonstrate Your Problem-Solving Skills
Prepare to talk through your troubleshooting process. Think of a complex issue you've resolved and explain your logical approach to finding a solution. This will show your potential employer that you can handle the demands of a constantly changing environment.
✨Familiarise Yourself with ITIL Practices
Since the company operates in an ITIL-driven environment, it’s a good idea to understand the key concepts of Incident, Problem, Change, and Knowledge Management. Being able to discuss how you've applied these principles in your previous roles will set you apart.
