Service Desk Engineer (Hereford Office)

We have an opportunity for an experienced Service Desk Engineer to join our Hereford-based team. This is an onsite role based at our Hereford office.

About the role

This is a hands-on 2nd-line role providing advanced technical support for more complex issues escalated by the 1st-line team. You’ll work closely with other technical teams to maintain operational stability, improve recurring issues and deliver a strong customer experience.

• Role: Service Desk Engineer
• Location: Onsite at our Hereford office
• Team: Service Desk team
• Reports to: Lead Service Desk Engineer or Head of Engineering
• Apprenticeship: We may consider this role as an apprenticeship opportunity for the right candidate
• Security clearance: SC required, with potential for DV clearance in the future.

What you’ll be doing

• Resolving escalated incidents and service requests, including in-depth hardware, software, network and remote-access troubleshooting.
• Monitoring and maintaining internal and customer systems, carrying out root cause analysis and helping prevent repeat issues.
• Supporting Windows and Linux servers, including patching, backups and access controls, alongside Active Directory, Group Policy, DNS, DHCP and file/print services.
• Supporting secure mobile devices and applications through MDM platforms across iOS, Android and Windows.
• Keeping tickets and technical documentation up to date, sharing knowledge, supporting 1st-line engineers and liaising with 3rd-line teams, vendors and partners where needed.

What we’re looking for

• Proven experience in a 2nd-line IT support or similar technical support role.
• Strong knowledge of Windows and Linux, Microsoft 365, Active Directory, Group Policy and remote-access solutions.
• A solid understanding of networking, including TCP/IP, DNS, DHCP and VPN, plus familiarity with MDM tools and techniques.
• Strong troubleshooting, communication and customer-service skills, with the ability to follow ITIL-aligned processes and security, compliance and business continuity requirements.
• Relevant Microsoft, CompTIA or ITIL certifications would be an advantage.

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