Role: Senior Level 2 Service Desk Engineer
📍 Location: Portishead HQ (with occasional travel to local sites)
🕘 Full-time | 37.5 hrs/week | Mon-Fri between 07:30-19:30 (rotational shifts)
💼 Permanent Role - hybrid
💰Salary: Up to £38,000

Are you a passionate problem-solver who thrives in a fast-paced tech environment? Do you love the satisfaction of helping people, fixing issues, and improving IT services that really matter? We're on the hunt for a Level 2 Service Desk Engineer to become the go-to expert for technical support across a vital public sector organisation.

✨ Why You'll Love This Role

* Jumping into action to resolve incidents and service requests with efficiency and skill
* Tackling escalations from Level 1 support and providing guidance to help them grow
* Delivering exceptional service with a proactive and customer-focused mindset
* Playing a key part in improving service delivery and helping roll out innovative IT solutions
* Helping shape and elevate IT support for a critical, high-availability environment

🛠️ What You'll Be Doing

* Handling 2nd line support, technical troubleshooting, and proactive maintenance
* Maintaining high levels of customer satisfaction through top-tier communication and expertise
* Suggesting service improvements and feeding into future managed service offerings
* Collaborating with internal teams to ensure seamless IT experiences
* Staying current with technology trends and applying them to real-world solutions

🧩 What You Bring to the Table / Essential Skills & Experience

* 2+ years in a Level 2 technical support role
* Confident in live environments where uptime and reliability are critical
* Strong grasp of Microsoft environments (M365/O365)
* Proficiency in networking, mail flow troubleshooting, and IT system architecture
* Proven track record of delivering customer-focused support
* Excellent communicator - clear, concise, and customer-first
* Self-starter with a keen eye for detail and a methodical approach

🌟 Desirable Extras

* Microsoft certifications & ITIL Foundation
* Familiarity with Azure, VMware, Hyper-V
* Understanding of DHCP, DNS, Active Directory, GPO
* Awareness of SQL, WSUS, CRM, and other Microsoft business technologies

🚨 Bonus: Security Clearance

Due to the nature of the role, successful applicants must be eligible for non-police vetting Level 3 security clearance.

If you're ready to take your IT career to the next level and work in an environment where your skills make a difference every day, we'd love to hear from you.

Apply now and let's shape the future of IT service together