IT Support Engineer

We are recruiting on behalf of a leading Managed Service Provider (MSP), delivering IT services into a government department. This is an excellent opportunity to join a professional IT team supporting a secure, enterprise-scale environment where you'll play a key role in delivering high-quality deskside support to end users.

As a Deskside Technician, you will act as the escalation point for technical issues that cannot be resolved by the 1st Line Service Desk. You'll provide hands-on technical support, take ownership of incidents through to resolution and deliver an exceptional customer experience.

Key Responsibilities

• Provide 2nd Line deskside support for hardware, software and application issues.

• Act as the escalation point for technical incidents from the Service Desk.

• Take ownership of incidents and service requests through to successful resolution.

• Troubleshoot desktop, laptop, peripheral and Microsoft Windows issues.

• Diagnose technical faults and escalate to 3rd Line Support where appropriate.

• Keep users informed with regular updates throughout the incident lifecycle.

• Build strong relationships with end users and provide excellent customer service.

• Support continuous service improvement initiatives and follow ITIL best practice.

• Work collaboratively with wider IT teams to ensure outstanding service delivery.

Skills & Experience

• Previous experience in a Deskside Support, IT Support or 2nd Line Support role.

• Strong knowledge of Microsoft Windows 10/11 and Microsoft 365.

• Excellent troubleshooting and diagnostic skills.

• Experience working within an enterprise or large-scale IT environment.

• Strong communication and customer service skills.

• Ability to prioritise workload and manage multiple incidents simultaneously.

• Experience working within an ITIL environment is desirable.

• Previous experience supporting public sector or government environments would be advantageous.

Desirable Qualifications

• ITIL Foundation

• CompTIA A+

• Microsoft certifications or equivalent experience

If you're an experienced IT Support professional looking for your next challenge, we'd love to hear from you. This is a fantastic opportunity to work for a leading MSP supporting a government department, delivering critical IT services within a secure and professional environment.