2nd Line Support Engineer - Salisbury

In Cork; Salisbury; On-site; GBP 31,000 - 33,000; Full time

Job summary

A leading consultancy organization is seeking a 2nd Line Support Engineer to join their End User Services team in Salisbury. The successful candidate will be responsible for resolving incidents and user requests, maintaining high service levels, and collaborating with other teams. Candidates should have experience with Microsoft Windows, desktop hardware, and basic networking concepts. The role is on-site, 5 days a week, offering a salary of £31,000 to £33,000.

Qualifications

• Hands-on experience with Microsoft Windows 10/11 and Intune.
• Solid understanding of desktop and laptop hardware.
• Basic administration knowledge of SCCM (MECM) and Active Directory.
• Working knowledge of networking concepts (LAN/WAN/vLAN, Wi-Fi).
• Familiarity with security tools, especially disk encryption using BitLocker.

Responsibilities

• Resolve second-line incidents within defined SLAs.
• Complete user requests in a timely manner.
• Maintain escalations at less than 2% per month.
• Achieve CSAT scores of 4.5/5 or higher for incidents handled.
• Communicate proactively with Service Desk and L3 teams.
• Deliver project tasks within agreed timescales.

Skills

Microsoft Windows 10/11

Desktop and laptop hardware

SCCM (MECM)

Active Directory

Networking concepts

BitLocker

Job description

Job Title

Job Title: 2nd Line Support Engineer
Location: Salisbury (On-site, 5 days a week)
Salary: £31,000 - £33,000

A leading consultancy organisation is currently looking to recruit a 2nd Line Support Engineer to join their End User Services (EUS) team in Salisbury. Reporting to the EUS Lead Group, you'll play a key second‑line support role, responsible for resolving incidents, handling requests, and supporting project related tasks. You'll work closely with our Service Desk and Level 3 teams to ensure high‑quality service delivery and seamless communication.

Key Responsibilities

• Resolve second-line incidents within defined SLAs
• Complete user requests in a timely manner
• Maintain escalations at less than 2% per month
• Achieve CSAT scores of 4.5/5 or higher for incidents handled
• Communicate proactively with Service Desk and L3 teams
• Deliver project tasks within agreed timescales

What We're Looking For

• Hands-on experience with Microsoft Windows 10/11 and Intune
• Solid understanding of desktop and laptop hardware
• Basic administration knowledge of SCCM (MECM) and Active Directory
• Working knowledge of networking concepts (LAN/WAN/vLAN, Wi‑Fi)
• Familiarity with security tools, especially disk encryption using BitLocker