Second Line Support Engineer

We are seeking an experienced external consultant to strengthen the 2nd line support team. The role focuses on providing hands-on support for end-user devices as well as equipment used in a production environment, ensuring smooth day-to-day operations across both office and production settings.

Responsibilities

• Provide 2nd line support for end-user devices such as laptops, desktops, printers, scanners, and mobile devices

• Troubleshoot and resolve incidents escalated from 1st line support

• Install, configure, and maintain hardware and software as needed

• Manage device lifecycle activities, including staging, deployment, and replacements

• Document solutions and contribute to knowledge sharing within the team

• Work closely with IT colleagues and production staff to minimize downtime and disruption

Required Skills & Experience

• Solid background in 2nd line support within enterprise environments

• Familiarity with endpoint management and deployment tools (experience with Ivanti is an advantage)

• Strong communication skills, with the ability to support both IT teams and end users effectively

• Capable of working independently as well as within a small team setting

• A customer-focused, quality-driven mindset

Deliverables

• Timely and efficient resolution of incidents and service requests

• Properly configured, fully functional end-user and production devices

• Clear documentation of troubleshooting processes and configurations

• Accurate ticket management and progress reporting

• Consistent and proactive communication with end users

• Contribution to knowledge sharing to raise the overall support quality

If you are interested in this role please apply directly or send your cv to toby.taylor@cdhprofessionals.com