Technical Support Engineer / 2nd Line IT Service Desk Analyst

AWD RECRUITMENT LTD Taunton, Somerset

2nd Line Technical Support Engineer / IT Service Desk Analyst Join a busy IT Help Desk with a growing managed services team delivering IT support, Microsoft 365 administration and network support to UK clients. This hybrid role combines service desk, technical support and project work across diverse client environments. If you've also worked in the following roles, we'd also like to hear from you: Tier 2 IT Support Engineer, Second Line Service Desk Analyst, IT Helpdesk Analyst, Technical Support Analyst, Infrastructure Engineer PLEASE NOTE: This role will combine remote and onsite support and project work. Successful candidates must have a Full Driving Licence and Access to their own Vehicle SALARY: £32,000 to £35,000 per annum LOCATION: Hybrid Working 2 Days at Home, 3 Days from the Office in Taunton, Somerset JOB TYPE: Full-Time, Permanent WORKING HOURS: 37.5 Hours per Week. Two Shifts: 8:30am - 5:00pm / 10:00am - 6:30pm JOB OVERVIEW We have a fantastic new job opportunity for a 2nd Line Technical Support Engineer / IT Service Desk Analyst to join a busy IT Help Desk supporting managed services clients across the UK. As a 2nd Line Technical Support Engineer / IT Service Desk Analyst you will provide remote support, on-site technical support and project delivery across Microsoft 365, Windows Server and network infrastructure environments. This is a varied role combining troubleshooting, systems support and customer service. The 2nd Line Technical Support Engineer / IT Service Desk Analyst will act as an escalation point, manage service desk tickets to SLA, contribute to ITIL processes and support digital transformation initiatives while building strong client relationships. APPLY TODAY Ready to make your next career move? Apply Now for our Recruitment Team to review. DUTIES Your duties as the 2nd Line Technical Support Engineer / IT Service Desk Analyst include: Service Desk Support: Act as a point of contact for end users via phone, email and chat, delivering remote and telephone IT support Ticket Management: Qualify, assign and document incidents and service requests within the ticketing system, ensuring accurate updates and SLA compliance Technical Troubleshooting: Resolve 20+ tickets per day across Microsoft 365, Windows, servers, networks and end-user devices, escalating where required On-Site Support: Travel to client sites across the UK to deliver hands-on technical support and project implementation Systems Administration: Support Azure Active Directory, Exchange Online, SharePoint Online and Endpoint Manager environments Security Checks: Perform daily security monitoring and best practice checks across client systems Network Support: Assist with router, firewall and managed switch configurations, including TCP/IP subnetting and routing Documentation & Knowledge Sharing: Create and maintain technical documentation and knowledgebase articles Vendor Liaison: Work with third-party suppliers to resolve application and infrastructure issues Project Delivery: Support IT projects, upgrades and change implementations, coordinating with internal teams CANDIDATE REQUIREMENTS ESSENTIAL Educated to GCSE level (including Maths and English) (or equivalent) Proof of right to work in the UK A valid UK driving licence and access to a vehicle Previous experience in a customer service focused IT support or service desk role Experience with ticketing systems, SLAs and ITIL-based processes Proven experience supporting Microsoft 365 including Azure Active Directory, Exchange Online and SharePoint Online Experience administering Windows environments and end-user devices Strong troubleshooting skills across hardware, software and network support Excellent written and verbal communication skills with a professional phone manner Ability to work independently and as part of a team, remaining calm under pressure DESIRABLE Microsoft certifications or advanced Microsoft 365 administration training A background in a managed service provider (MSP) environment Experience supporting Windows Server environments Knowledge of Microsoft Intune configuration and PowerShell scripting Understanding of router, firewall and switch configuration, plus DKIM, DMARC and SPF Experience delivering IT projects and acting as an escalation point HOW TO APPLY To be considered for this job vacancy, please submit your CV to our Recruitment Team who will review your details. CV's of Job Applicants meeting this requirement will be submitted to our Client for consideration. By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose. JOB REF: AWDO-P14477 Full-Time, Permanent IT Jobs, Careers and Vacancies. Find a new job and work in Taunton, Somerset, South West England. Multi-Job Board Advertising and CV Sourcing Recruitment Services provided by AWD online. AWD online specialise in sourcing candidates and advertising vacancies on multiple job boards for companies on a non-commission basis. AWD online operates as an employment agency. awd online

Mar 12, 2026

Full time

Head of Infrastructure

Computerworld Personnel Ltd Bristol, Gloucestershire

Head of Infrastructure Midlands National travel required Up to £90k Current hands on technical ability, experience with high growth and acquisitions is highly desirable. Microsoft365, Azure, InTune, Hybrid Cloud Benefits 25 days holiday plus bank holidays Car allowance Annual bonus scheme Role I am recruiting for a Head of Infrastructure position that will require travel to various UK sites, so ideally you will live around the Midlands, but various locations within the UK will be considered. You will initially be required to travel more frequently for the first few months and once settled in the role there will be an expectation of a minimum of 3 days in office or travelling per week. This role is diverse and will require up-to-date hands on technical experience as well as strategic leadership responsibilities. The company is expanding at pace, so any experience you have with mergers and acquisitions will be very useful. You will be accountable for Infrastructure, User support, Cyber Security standards, Cloud and On Prem hybrid environment, Disaster recovery, service delivery, Governance, Risk and Compliance. There will be an element of travel required each week, so a full UK driving licence is required. You will travel as needed to various sites across the business. You will act as the primary technical authority and provide clear instruction to your reports as well as stakeholders, ensuring that standards are met and upheld throughout the business. They currently outsource a lot of helpdesk support to MSP partners. You should feel equally comfortable whether presenting to high level board members or speaking to a third partner first line support technician. I am looking for demonstrable senior leadership experience within a high growth company coupled with current hands on infrastructure experience to muck in and do it yourself, if and when needed. Technology stack Hybrid environment Microsoft365 Microsoft InTune Azure Experience needed Managing Hybrid Cloud and On Prem environments Management of third party vendors and MSPs Networking Cyber Security Identity Access Management Onboarding and offboarding acquisitions Oversight and optimisation of budgets Excellent stakeholder communication Desirable Experience Cyber Essentials Plus ISO27001 ITIL V4 Experience in Engineering or Service environments Roadmap Implementation of ISO27001 standards Ensuring all entities meet Cyber Essentials Plus Continuous maintenance and improvement focus Stabilise, standardise and implement Infrastructure across the business Post Acquisition Integration, ensuring operational resilience at all times Application This is an urgent vacancy, please apply quoting reference AR102962 in order to be considered. Equal Opportunity Statement For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business. We receive a high level of applications we can only respond to applicants whose skills & qualifications are suitable for this position. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010.

Mar 08, 2026

Full time

2 jobs found

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