Second Line Support Engineer - On-Site

We provide critical technology solutions built on solid foundations. We help organisations that rely on technology for critical operations, achieve and maintain a high-performance steady state. We have delivered projects for almost every police force and law enforcement agency in the UK, providing secure resilient networks and managed IT solutions. If you’re looking to develop your career in a high performing, dynamic team, where you can truly make a difference by delivering the technology that supports critical operations across the UK, this could be your ideal role. We are firm supporters of environmental, social and corporate governance and recognise that this is key to building a sustainable, investible business. The majority of staff work remotely with occasional office days, and we have systems in place to support employees to achieve their best work no matter their location.

The primary purpose is to build, sustain and continually improve an efficient, effective and profitable service desk delivering fast, reliable, friendly, proactive and expert 24x7 customer support. This role is based in the office of one of our most important customers, based in Central London and will require scheduled (and emergency) visits to other London based customers.

Responsibilities:

• Working with the team to maintain a CSAT score of 8+ for all customers.
• Ensure 100% of new user requests are delivered on time and 100% of leaver requests are completed the day the user leaves.
• Acting as a technical point of escalation for service desk colleagues to help them resolve tickets the same day (preferably the same hour).
• Log tickets for the customer and ensure you are following the Incident Management process every time – “if it’s not in the ticket, it didn’t happen”.
• Maintain ticket Q so all tickets include a daily update. The standard is to avoid having tickets older than 2 weeks that do not have a full plan of action to move to resolution.
• Change Management – Ensure that you always log a change in accordance with our change management process to fix a fault or satisfy a work request.
• Help the Service Desk and wider teams quickly identify security or major incidents.
• Update the customer every 30 minutes.
• React to monitoring alerts as soon as they are raised and work with Service Desk colleagues to ensure the incident is resolved as quickly as possible and to ensure we do not receive the alert again.
• Keep Knowledge Base updated so that others can resolve the issue if the alert is repeated in the future.
• Reduce ticket numbers by resolving the problem.
• Identify, apply and manage any required routine tasks and maintenance i.e. pro‑active server reboots and/or apply automation to remove manual work/process.
• Conduct weekly ticket reviews and monthly Service reviews with the customer.
• Manage and Maintain all Licensing and certificates.
• Patching & Vulnerability Management.
• Consider Information Security as part of the incident and security management process to ensure the confidentiality, integrity and availability of both internal and customer IT assets are maintained at all times.
• Manage ticket escalations with the team and the customer.
• Become an “expert” in the IT Service Management functions with ConnectWise.
• Continuously improve on process and efficiency within SOP’s and ConnectWise.

Required skills:

• Proven experience as a Desktop Support Engineer, IT Support Specialist, or similar role.
• Able to implement, manage and improve an IT Service Management Platform – ideally having had direct experience of ConnectWise.
• Highly organised, able to identify what is important and what is urgent, then prioritise accordingly.
• Comfortable communicating with senior stakeholders, executives and leaders.
• Experience of operating in virtual team environments – the role is on‑site, but the Team is remote.
• Intermediate level user in Microsoft packages especially in Word, Power Point and Excel.
• Experience in troubleshooting and supporting Microsoft environments (AD, Azure AD, Windows Server, GPO, Windows Desktop, Software Deployment, M365).
• Basic networking knowledge – firewalls, LAN configuration, troubleshooting, etc.
• Exceptional customer service skills and the ability to communicate technical issues to non‑technical users.

About you:

• Calm under pressure and able to respond quickly and positively to changes.
• Attention to detail and a proactive approach to identifying issues and implementing solutions.
• Strong problem‑solving skills with the ability to prioritise and multitask.
• Excellent communication and interpersonal skills, with a focus on customer satisfaction.
• Happy to travel to customer sites and be away from home as needed.
• Willing and able to work evenings and weekends when needed.
• Ability to obtain Security Clearance and Non‑Police Personnel Vetting (NPPV3).
• Full UK driving license.

What we offer:

• Opportunities for professional development and certification.
• Bring Your Own Device scheme (refreshed every 3 years).
• 33 days holiday per year.
• Holiday roll over / buy back.
• Company events held twice a year.