We're looking for a Desktop Support Engineer to handle escalated incidents and technical requests from the service desk, keeping end users productive across devices, applications and access. You'll work closely with 1st line and the wider infrastructure team, with scope to grow into 3rd line or a specialist area.
Responsibilities
Own and resolve escalated 1st line tickets within SLA, escalating to 3rd line or infrastructure where needed
Diagnose and fix complex hardware, software, network and access issues
Build, image and deploy laptops and desktops using Autopilot, Intune or SCCM
Manage user accounts, groups, permissions and policies in Active Directory / Entra ID
Administer and support Microsoft 365, including Exchange Online, Teams and SharePoint
Support VPN, remote access, printers, mobile devices and MFA issues
Run onboarding and offboarding, plus patching and software packaging/deployment
Identify recurring issues, carry out root cause analysis and propose fixes
Mentor and support 1st line colleagues, and review or improve knowledge base articles
Contribute to small projects such as OS upgrades, rollouts and office moves
Essential skills
2-4 years in a senior service desk role
Strong Windows 10/11 troubleshooting and deployment experience
Active Directory, Group Policy and Microsoft 365 administration
Experience with Intune or SCCM for device management
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