Role: Senior Level 2 Service Desk Engineer Location: Portishead HQ (with occasional travel to local sites) Full-time | 37.5 hrs/week | Mon–Fri between 07:30–19:30 (rotational shifts) Permanent Role - hybrid Salary: Up to £38,000 - £40,000 Are you a passionate problem-solver who thrives in a fast-paced tech environment? Do you love the satisfaction of helping people, fixing issues, and improving IT services that really matter? We’re on the hunt for a Level 2 Service Desk Engineer to become the go-to expert for technical support across a vital public sector organisation. ✨ Why You’ll Love This Role • Jumping into action to resolve incidents and service requests with efficiency and skill • Tackling escalations from Level 1 support and providing guidance to help them grow • Delivering exceptional service with a proactive and customer-focused mindset • Playing a key part in improving service delivery and helping roll out innovative IT solutions • Helping shape and elevate IT support for a critical, high-availability environment ️ What You’ll Be Doing • Handling 2nd line support, technical troubleshooting, and proactive maintenance • Maintaining high levels of customer satisfaction through top-tier communication and expertise • Suggesting service improvements and feeding into future managed service offerings • Collaborating with internal teams to ensure seamless IT experiences • Staying current with technology trends and applying them to real-world solutions What You Bring to the Table / Essential Skills & Experience • 2 years in a Level 2 technical support role • Confident in live environments where uptime and reliability are critical • Strong grasp of Microsoft environments (M365/O365) • Proficiency in networking, mail flow troubleshooting, and IT system architecture • Proven track record of delivering customer-focused support • Excellent communicator – clear, concise, and customer-first • Self-starter with a keen eye for detail and a methodical approach Desirable Extras • Microsoft certifications & ITIL Foundation • Familiarity with Azure, VMware, Hyper-V • Understanding of DHCP, DNS, Active Directory, GPO • Awareness of SQL, WSUS, CRM, and other Microsoft business technologies Bonus: Security Clearance Due to the nature of the role, successful applicants must be eligible for non-police vetting Level 3 security clearance. If you’re ready to take your IT career to the next level and work in an environment where your skills make a difference every day, we’d love to hear from you. Apply now and let’s shape the future of IT service together.