2nd Line Service Desk Engineer Stoke-On-Trent

2nd Line Service Desk Engineer

Purpose of the role:

Deliver high-quality IT support across Acosta Europe, ensuring reliable, secure, and efficient services that enable a positive user experience across business systems, infrastructure, and operational technology.

Scope of Support

Supports services across the IT landscape, including:

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• Service Desk: Incident, Request & Problem Management
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• Business Systems: Reapp Perform, COPS, Business Central, iTrent, Rydoo
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• Infrastructure & EUC: Devices, Azure, Active Directory, networking
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• Security & Access: Identity, endpoint protection, access control
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• Operational Tech: Warehouse scanners, printers, mobile devices
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Key Responsibilities:

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• Provide 2nd line support, troubleshooting hardware, software, mobile devices, and network issues
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• Take ownership of incidents through to resolution with clear user communication
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• Act as a key escalation point for 1st line and support training guidance
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• Maintain MDM asset records, and application catalogue
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• Collaborate with 3rd line teams and suppliers to resolve complex issues
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• Create and maintain documentation and knowledge articles
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• Support user training and onboarding for systems and tools
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• Identify and drive process improvements and efficiencies
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• Assist with projects, system enhancements, and technology evaluations
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• Ensure compliance with IT policies, standards, and security controls
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Technical Capability:

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• Active Directory / Entra ID administration
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• Azure fundamentals and cloud services
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• Networking: DNS, DHCP, LAN/Wi-Fi troubleshooting
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• MDM / BYOD solutions
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• Endpoint security and anti-virus tools
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• PowerShell (or similar) for basic automation
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• Service Desk / ITSM systems
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• Windows 10/11 environment support
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• End-user devices & peripherals
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Core Behaviours:

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• Strong customer focus and communication skills
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• Ownership mindset – accountable end-to-end
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• Effective under pressure with good time management
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• Collaborative and supportive team player
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• Proactive with a continuous improvement mindset
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• Ability to train, influence, and build relationships
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• Curious and adaptable to new technologies
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Key Interfaces:

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• IT Service Desk (1st Line)
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• Infrastructure & 3rd Line Engineers
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• Business system owners
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• External suppliers and partners
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• IT Operations Manager
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Measures of Success

• SLA adherence and ticket resolution times First-time fix rate / reducti