2nd Line Service Desk Engineer – IT Support

About the role

We are looking for a 2nd Line Service Desk Engineer to join our client’s growing IT service desk team in Shoreham. You will provide high‑quality technical support, manage tickets and projects, and ensure smooth IT operations in a fast‑moving environment.

Key responsibilities

• Manage multiple tickets and projects simultaneously while meeting established SLAs.
• Provide technical support to end‑users and assist the team with complex issues.
• Maintain up‑to‑date IT documentation.
• Communicate clearly with customers and internal staff.
• Report to senior management and collaborate closely with them.
• Perform office‑based duties and conduct on‑site work when required.

Required profile

• Proven experience in a 1st/2nd Line Service Desk role.
• Ability to work independently in a pressured ticketing environment.
• Strong customer service and engagement skills.
• Full driving licence preferred.

Required skills

• Microsoft Active Directory, Windows Server, DNS, DHCP, NPS.
• Networking tools such as firewalls, switches, routers and Wi‑Fi.
• Cloud and virtualization platforms: Azure, Office 365, SharePoint, NAS, VMware, Hyper‑V.