Job Description - Desktop Support Engineer (Level 2)

Role: Desktop Support Engineer (L2)
Rate: £150 per day (Umbrella only)
Contract Type: Contract 1 year
Start Date: Target 27th January (or ASAP thereafter)
Location: On-site in Bournevville, Birmingham (commute time must be 1 hour or less)
Experience Required: Minimum 2 years

Role Overview

We are seeking a Level 2 Desktop Support Engineer to provide on-site technical support to end users in a corporate environment. This is a hands-on role covering desktop, laptop, peripheral, and basic infrastructure support, operating within a standard ITIL-aligned service desk and escalation framework.

There is a potential temp-to-perm opportunity depending on performance and business requirements.

Key Responsibilities

• Provide Level 2 desktop and deskside support to end users
• Troubleshoot and resolve issues relating to:
  • Windows desktops and laptops
  • Hardware faults and peripheral devices
  • Printers, monitors, docking stations, and mobile devices
• Manage incidents and service requests via a ticketing system, ensuring SLAs are met
• Perform basic user administration tasks (password resets, account unlocks, access requests)
• Support software installations, updates, and configuration
• Assist with Workstation builds, imaging, and deployments
• Escalate complex or unresolved issues to Level 3/specialist teams where required
• Support onboarding and offboarding activities
• Maintain clear documentation and update knowledge base articles as needed
• Deliver a professional and customer-focused on-site support experience

Required Skills & Experience

• Minimum 2 years' experience in a Desktop Support/IT Support role
• Strong working knowledge of:
  • Windows 10/11
  • Microsoft Office/M365
• Experience providing face-to-face deskside support
• Familiarity with:
  • Active Directory (basic user and group management)
  • Ticketing systems (eg ServiceNow, Remedy, Jira, etc.)
• Good understanding of hardware troubleshooting
• Ability to follow processes and work within defined support procedures
• Strong communication and customer service skills

Nice to Have

• Experience in an enterprise or corporate IT environment
• Exposure to asset management and stock control
• Basic understanding of networking concepts (LAN, Wi-Fi, VPN - user level)

Additional Information

• Candidates will be required to complete a short interview
• Must be able to commute to site within 1 hour
• Umbrella engagement only (£150/day)
• Temp-to-perm opportunity available depending on performance