Connecting Talent to opportunity

Connecting Talent to opportunity

2nd Line Service Engineer


Job Description:

2nd Line Service Engineer - Greater Manchester

Agile Recruit is currently looking for a 2nd Line Service Engineer. In this role you will be a member of IT Service Management function and part of a diverse team. The Service Management function is responsible for service support with customer service level agreements and supporting colleagues with their IT service.

As a 2nd Line Service Engineer, you will provide operational day-to-day support for the build and run operations for end user services, including local deskside support, collaboration with internal customers and third-party vendors.

Key Requirements:

  • Experience in relevant 2nd Line Service and/or end user services technologies
  • Excellent communication skills and strong time management
  • Experience of working in a complex organisation
  • PC Image definition and build
  • Application packaging and deployment
  • ITIL Foundations Certification


  • Job logging and recording all calls and related activity within the IT Service Management tool, ServiceNow.
  • Follow, Create, and maintain operational and procedural documentation and escalation processes.
  • Manage the technical resolution of assigned problems, incidents, issues, and emergencies.
  • Provide installation, configuration, delivery, maintenance and monitoring of hardware, components, and services.
  • Delivery of defined 2nd Line Service and/or end user services technologies to support the business agreed service levels and in collaboration with vendors where applicable.
  • Strive to excel by meeting or exceeding the Service Level Objectives.
  • Liaise with internal stakeholders and vendors.
  • Deliver infrastructure development / build activities, including release and deployment management for new services.
  • Work as a member of the wider team while collaborating with business users to develop and deploy system features.

Experience & Qualifications:

  • Minimum 2 years working within a similar role within a medium to large organisation and or an IT qualification within the IT support environment.
  • Experience in maintaining and remediating services and seeking opportunities to improve the operations.
  • Technical experience across:
  • Windows 10, Microsoft 365, Microsoft SCCM/Intune, Active Directory and solid hardware knowledge across laptops, PCs, mobile devices, and other equipment.
  • Experienced of working with global teams and culturally diverse locations.
  • Ability to overcome challenges to ensure positive outcomes
  • Highly driven and enthusiastic
  • Ability to discuss technical content in an everyday relatable way and be detail orientated when managing IT incidents and requests capturing clear and concise details.
If this role suits your skills and you would like to know more please apply directly or contact me at [email protected]
  • Job Type

    Permanent, Full Time

  • Work Authorisation

    United Kingdom

  • Industry Sector IT & Internet

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