2nd Line Support in Chichester

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 decommissioned 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 & Qualifications

• Experience with ServiceNow or similar IT service management tools for incident and change request handling.
• Familiarity with drive sanitisation and secure disposal processes aligned with strict guidelines.
• Understanding of laptop refresh programmes and lifecycle management for PCs and laptops.
• Background in technical support, operations, or engineering roles within IT.
• Ability to work effectively with both Windows and Linux environments.
• Experience performing hard drive replacements and other hardware maintenance tasks.
• Strong organisational skills to manage multiple onboarding and offboarding activities concurrently.
• Clear and professional communication skills for delivering face-to-face and remote support.

Why Work Here?

This role offers the chance to work in a professional, technology-focused environment where high-quality user support and service excellence are valued. You will gain exposure to a broad range of devices, systems, and processes, enhancing your technical expertise and broadening your experience in end-user computing and IT operations. The contract nature of the position provides clear focus and variety, with opportunities to contribute meaningfully to key initiatives such as device refresh programmes and security vulnerability remediation.

Work Environment

You will work in a modern office environment with a strong emphasis on on-site, face-to-face support. The role involves regular interaction with staff at all levels, supporting laptops, PCs, iPhones, telephony systems such as Cisco/Jabber, and audiovisual equipment in meeting rooms. ServiceNow or similar tools will be used to manage incidents and change requests, and you will work with Windows and Linux operating systems. The position includes hands-on work in stockrooms to manage break/fix and new starter equipment, as well as adherence to strict guidelines for drive sanitisation and device disposal. Working hours and dress code follow standard professional office expectations, with a focus on reliability, responsiveness, and customer service.