2nd Line Service Desk Engineer Stoke-On-Trent
2nd Line Service Desk Engineer
Purpose of the role:
Deliver high-quality IT support across Acosta Europe, ensuring reliable, secure, and efficient services that enable a positive user experience across business systems, infrastructure, and operational technology.
Scope of Support
Supports services across the IT landscape, including:
- Service Desk: Incident, Request & Problem Management
- Business Systems: Reapp Perform, COPS, Business Central, iTrent, Rydoo
- Infrastructure & EUC: Devices, Azure, Active Directory, networking
- Security & Access: Identity, endpoint protection, access control
- Operational Tech: Warehouse scanners, printers, mobile devices
Key Responsibilities:
- Provide 2nd line support, troubleshooting hardware, software, mobile devices, and network issues
- Take ownership of incidents through to resolution with clear user communication
- Act as a key escalation point for 1st line and support training guidance
- Maintain MDM asset records, and application catalogue
- Collaborate with 3rd line teams and suppliers to resolve complex issues
- Create and maintain documentation and knowledge articles
- Support user training and onboarding for systems and tools
- Identify and drive process improvements and efficiencies
- Assist with projects, system enhancements, and technology evaluations
- Ensure compliance with IT policies, standards, and security controls
Technical Capability:
- Active Directory / Entra ID administration
- Azure fundamentals and cloud services
- Networking: DNS, DHCP, LAN/Wi-Fi troubleshooting
- MDM / BYOD solutions
- Endpoint security and anti-virus tools
- PowerShell (or similar) for basic automation
- Service Desk / ITSM systems
- Windows 10/11 environment support
- End-user devices & peripherals
Core Behaviours:
- Strong customer focus and communication skills
- Ownership mindset – accountable end-to-end
- Effective under pressure with good time management
- Collaborative and supportive team player
- Proactive with a continuous improvement mindset
- Ability to train, influence, and build relationships
- Curious and adaptable to new technologies
Key Interfaces:
- IT Service Desk (1st Line)
- Infrastructure & 3rd Line Engineers
- Business system owners
- External suppliers and partners
- IT Operations Manager
Measures of Success