2nd / 3rd line Support Engineer

  • Job Reference: N6030-776S
  • Date Posted: 23 November 2018
  • Recruiter: Gregory Martin
  • Location: Marlow
  • Salary: On Application
  • Sector: Government & Defence, I.T. & Communications
  • Job Type: Permanent
  • Work Hours: Full Time
  • Contact: Sue Allen
  • Email: info@gregory-martin.com
  • Telephone: 01252 710215

Job Description

2nd / 3rd line Support Engineer


Our client has an exciting opportunity for a Lead Desktop Support Analyst (2nd/3rd Line) covering 850 users across 4 sites. The Lead Desktop Support Analyst (2nd/3rd Line) will provide IT support via telephone, remotely or in person for the resolution of software, hardware or network issues, in line with service level agreements. Carry out initial fault finding for technical issues and either resolve or escalate as appropriate. Liaise with external third party support teams to resolve issues to a successful conclusion, as necessary. Interface with other IT Service teams where required, to resolve/escalate issues. Assist with IT related projects and travel to other regional sites, as required.

Location Marlow, Buckinghamshire, with 15% travel to other sites 


As the Lead Desktop Support Analyst (2nd/3rd Line) your skills and qualifications will ideally include: 

  • Minimum of 3 years 2nd line support experience essential
  • A working knowledge of Windows 7/10 and Microsoft Office 2010/2013/2016.
  • Administrative knowledge of Server 2012, 2016 desirable
  • Cloud Technologies O365/M365 desirable
  • Virtual Technologies (VMWare, ESXi) desirable
  • Good understanding of networking concepts and technologies
  • Experience of working within a structured service delivery framework desirable
  • ITIL foundation certification an advantage 


As the Lead Desktop Support Analyst (2nd/3rd Line) your main responsibilities will involve: 

  • Responding to ServiceDesk tickets within the appropriate service delivery timeframes
  • Setup, deployment and ongoing support of client environments
  • Reporting, diagnosing and resolving technical issues within the multi-site environment.
  • Complete/support leavers/moves, including permissions, equipment and systems
  • Deploying distribution packages and other software installations via delivery tool
  • Checking backups, remediating issues and tape rotation, as appropriate
  • Configuration and support of voice/video communication systems
  • Day to day support for core Desktop services
  • Active Directory and user account management
  • General network/phone/server support and administration, including patching
  • Provide 1st/2nd line support for business applications on the desktop
  • Ensuring desktop systems comply with patching policy standards
  • Operate to Company policies, procedures and standards
  • Support such other commensurate IT projects and activities, as required 


Keywords:  2nd line, 3rd line, support, software, hardware, IT, Windows, Microsoft


2nd / 3rd line Support Engineer

Location:  Marlow, Buckinghamshire

Salary:  very competitive plus excellent benefits