Company: AWD online
Location: London
Job Description:JOB OVERVIEW
We have a fantastic new job opportunity for a Desktop Support Engineer / 2nd Line Technical Support Technician who has good IT troubleshooting and user facing skills.
Working as an onsite Desktop Support Engineer / 2nd Line Technical Support Technician you will work at a dedicated client site throughout the week providing face-to-face technical support. When you are not scheduled to attend site you will work alongside the IT Helpdesk / Service Desk Team providing remote support to customers.
This is an exciting opportunity to join an industry-leading company that can offer additional training, support and career development opportunities.
DUTIES
Your duties as the Desktop Support Engineer / 2nd Line Technical Support Technician include:
Provide Deskside technical support to end users. Log and classify incidents and requests raised in person or via the company’s ticketing systemTroubleshoot and resolve issues with Microsoft desktop operating systemsSupport new starter and leaver process with software and hardware requirementsTroubleshoot (and resolve) and/or escalate issues reported in relation to customer-specific business applications. Escalate to software vendors and liaise with them as and when requiredEnsure you are visible on-site. Be the ambassador for the company at all times, promoting the value of the onsite serviceManage your time effectively to achieve the best productivity during the day /weekManage your call queue to the highest standard – prioritise and review regularly to ensure you are on top of the priority tickets and managing competing demandsProvide customers with regular updates using the appropriate channels and the company’s service management platformEnsure the tickets information are always of the highest standard (both, detail and quality of the written information)Follow the company’s processes for Incident Management, Service Request Fulfilment, Change Management and Problem ManagementStay abreast and adhere to ITIL framework (policies and procedures) – make effective use of systems to support quality and efficiency – demonstrate what good looks like to your colleagues in the Service Desk teamCANDIDATE REQUIREMENTS
Proven experience in a comparable IT support role with a strong technical backgroundExceptional client-facing skills, including the ability to communicate effectively and explain technical concepts to non-technical usersExcellent written and verbal communication skillsStrong troubleshooting skills with the ability to use your own initiativeAbility to adhere to established processes and identify when to escalate complex technical issues to meet Service Level Agreement (SLA) requirementsHighly effective time-management and organisational skillsBENEFITS
Annual Salary up to £34,000 per annum with a bonus up to £5,000Working in an inclusive environmentIndustry renowned training/certifications (sponsored by the company)Personal development time (with the use of Pluralsight training platform)Wide range of company benefits23 days holiday when you start, plus bank holidays, then earn additional days with years of serviceDay off on your birthdayAnd more!
APPLY TODAY…
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JOB REF: AWDO-P13412
Full-Time, Permanent IT Jobs, Careers and Vacancies. Find a new job and work in London. 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.
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Posted: April 2nd, 2026
