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2nd Line Service Desk Engineer

2nd Line Service Desk Engineer
South West
Up to £27,000
08-09-2021 12:43 PM

2nd Line Service Desk Engineer


Up to £27,000



About the Client:

  • Our client, specialists in the Fire and Security industry, are seeking a hardworking and passionate 2nd Line Service Desk Engineer based around the Gloucester area to join their team on a permanent basis.


The Role:

  • Always provide excellent and effective customer service.
  • Provide 2nd line support for incoming service requests, utilising the help desk ticketing system.
  • Contribute to procedure and policies within the IT department and maintain current procedures and policies.
  • Take ownership of support requests, ensuring they are resolved and ensure customers are communicated to at all times.
  • Escalate incidents to senior engineers, where appropriate.
  • Provide mentoring for the 1st & other 2nd line support Engineers.
  • Answer incoming telephone calls, tickets and emails and provide first point of contact as well as escalations to all GBE Converge customers
  • Correctly log and update tickets with the required information relating to support requests.
  • Manage and maintain the end point monitoring platform on a daily basis
  • Log support tickets for all issues flagged, including 24/7 and daily checks.
  • Notify the service desk coordinator of reoccurring outages.
  • Raise hardware failures as critical P1 priority.
  • Raise outages as critical P1 priority.
  • Ensure correct ticket information is always maintained.
  • Manage own ticket queue and work schedule in an efficient manner.
  • Assist on Project work as and when required.
  • Provide coaching on technical skills and processes to other staff.
  • Provide pre-sales support to GBE Converge existing customers.
  • Provide general administration and scheduling tasks for the service desk coordinator.
  • Ensure accurate timesheets are maintained at all times.
  • Ensure all paper work relating to finished work is accurately completed and submitted in a timely manner.


Qualities Required:


  • More than 2 years’ experience working in an IT support environment covering a number of different technical areas.
  • Sound technical IT skills.
  • English Language (written and verbal) to a GCSE level or equivalent.
  • At least 1 formal IT qualification at entry level or above ie: GCSE ICT, CompTIA, Microsoft certification, BTEC or similar.
  • Comfortable working within a team or on own initiative.
  • Excellent working knowledge of windows server 2003/2008/2012/2016.
  • Excellent working knowledge of windows 7/8/10.
  • Excellent working knowledge of Office 2003/2010/2013/2016/365.
  • Good working knowledge of major networking components, networking operating systems and basic configuration and maintenance.Good working knowledge of major networking components, networking operating systems and basic configuration and maintenance.


  • Able to demonstrate good communication skills, written, over the phone and face to face.
  • Experience in troubleshooting Microsoft environments.
  • Willing to learn new skills in a fast-paced environment.
  • Excellent documentation skills
  • Exchange server 2003/2007/2010/2013/2016/365 implementation experience.
  • Backup configuration and maintenance experience.
  • Hands on knowledge of the procedures used in the installation modification maintenance and repair of IT hardware and software.
  • Daily system checks, servers, backups and firewalls.