2nd Line Support

Job Title: 2nd Line Support Job Description This contract role offers the opportunity for an experienced Desktop Support Engineer to provide high-quality 2nd line support over a 6-month period. You will triage, troubleshoot, and resolve incidents and change requests raised through multiple channels, while maintaining a strong on-site presence and delivering exceptional face-to-face support. The position focuses on end-user device management, onboarding and offboarding activities, vulnerability remediation, and the maintenance of audiovisual equipment and stock levels. Responsibilities Triage, troubleshoot, and resolve incidents and change requests raised in person, by walk-in, email, phone, Teams messaging, or via ServiceNow tickets submitted by the Service Desk or through the self-service portal. Provide highly visible, face-to-face desktop support to staff, ensuring a professional and customer-focused service at all times. Diagnose laptop faults, perform software and driver updates, and carry out device replacement or reimaging as required. Deliver laptop upgrades, including RAM and SSD installation, and install bespoke software to meet user and business needs. Manage onboarding activities, including Active Directory account creation, laptop build and configuration, Cisco/Jabber telephone extension assignment, iPhone set-up, and SIM assignment via the Vodafone portal. Conduct IT inductions lasting 60–90 minutes, including equipment handover, first login support, and a comprehensive overview of available IT services. Handle offboarding processes, including data clean-up, laptop reimaging, iPhone reset, and SIM contract termination. Support and execute a laptop refresh programme to identify, retire, and replace PCs that are over four years old. Carry out drive sanitisation and disposal for decommisioned PCs in line with strict security and compliance guidelines. Review vulnerability reports and apply patches to laptops to remediate identified security issues. Maintain audiovisual equipment in meeting rooms and provide support to ensure reliable operation during meetings and events. Monitor, maintain, and account for stock levels in break/fix and new starter stockrooms, ensuring appropriate equipment availability. Perform remote software installations to support users who are not physically on site. Engage in effective stakeholder management, communicating clearly with users and colleagues and setting appropriate expectations. Carry out hard drive replacements and other hardware-related support tasks as required. Essential Skills Proven experience in desktop and 2nd line support, providing technical assistance to end users in a professional environment. Strong troubleshooting skills across hardware, software, and operating systems, including Windows and Linux. Hands-on experience with laptop fault diagnosis, reimaging, upgrades (RAM and SSD), and bespoke software installation. Practical knowledge of Active Directory account creation and laptop build and configuration processes. experience with telephony and mobile device onboarding, including Cisco/Jabber telephone extension assignment, iPhone set-up, and SIM management via relevant portals. Ability to conduct structured IT inductions, including equipment handover, first login support, and IT services overview. Competence in applying patches and updates to remediate security vulnerabilities on laptops. experience maintaining and supporting audiovisual equipment in meeting rooms. Ability to manage and maintain stock levels for break/fix and new starter equipment. Proficiency in remote software installation and remote support tools. Strong stakeholder management skills, with the ability to communicate clearly and manage expectations. Technical support and operational engineering experience within an IT support function. Additional Skills