2nd Line Service Desk Engineer Stoke-On-Trent

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

• SLA adherence and ticket resolution times
• First-time fix rate / reduction in escalations
• User satisfaction and feedback
• Quality of documentation and knowledge sharing
• Contribution to service improvements and stability

What's on Offer:

• Salary: Up to £26,797.00
• Working Hours: 37.5 hours, flexible between 8 am - 5.30 pm (Monday to Friday)
• Work Arrangement: Office-based role with some home working available
• On-Call Pay: Opportunity to earn extra pay for on-call hours when enough knowledge has been gained in the role
• Location: Head Office Stoke on Trent

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