1st / 2nd Line Engineer

We're working with a leading Manchester-based organisation seeking a customer-focused IT professional to join their Service Desk team. This is a fantastic opportunity for someone who enjoys a mix of remote and deskside support, working with modern Microsoft technologies, and delivering an exceptional user experience.

The Opportunity

As part of a collaborative IT Operations team, you'll provide 1st and 2nd line support across a diverse technology estate, resolving technical issues and ensuring users receive a high-quality support service.

You'll support a broad range of technologies including:

• Windows 10 & 11
• Microsoft 365
• Active Directory
• Exchange
• Microsoft Teams
• VPN & Multi-Factor Authentication (MFA)
• Mobile devices (Android & Apple)
• Remote Desktop Services (RDS)
• Video conferencing solutions

The role offers plenty of variety, combining Service Desk responsibilities with onsite user support, device builds and configurations, troubleshooting, and continuous improvement initiatives.

Key Responsibilities

• Investigate and resolve Service Desk incidents and requests within agreed SLAs.
• Provide both remote and deskside technical support.
• Support Microsoft 365, Windows environments, Active Directory, Exchange and related technologies.
• Build, configure and deploy end-user devices.
• Escalate complex issues to specialist teams and third-party providers where required.
• Create and maintain technical documentation and user guides.
• Support senior stakeholders and VIP users.
• Identify opportunities to improve service quality and IT processes.
• Participate in an out-of-hours support rota on a rotational basis.

We're keen to speak with candidates who have:

• Commercial experience in a Service Desk, IT Support, or 1st/2nd Line Support role.
• Strong troubleshooting skills across Microsoft technologies.
• Experience supporting Windows 10/11, Microsoft 365, Active Directory and Exchange.
• Knowledge of laptop builds, software deployment, VPN and MFA support.
• Excellent communication and customer service skills.
• The ability to prioritise workloads and manage multiple tickets effectively.
• A proactive approach and desire to learn new technologies.

What's on Offer?

• Hybrid working with only 2 days per week onsite in Manchester.
• 30 days annual leave plus additional flexibility options.
• Excellent pension contribution.
• Private healthcare.
• Life assurance and income protection.
• Ongoing training and career development opportunities.
• A supportive, collaborative team environment with genuine progression opportunities.

Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates