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Role: Senior Level 2 Service Desk EngineerInterested in learning more about this job Scroll down and find out what skills, experience and educational qualifications are needed. Location: Portishead HQ (with occasional travel to local sites) Full-time | 37.5 hrs/week | MonFri between 07:3019:30 (rotational shifts) Permanent Role - hybridSalary: Up to 38,000 - 40,000Are 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? Were 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 Youll 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 Youll 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 ClearanceDue to the nature of the role, successful applicants must be eligible for non-police vetting Level 3 security clearance.If youre ready to take your IT career to the next level and work in an environment where your skills make a difference every day, wed love to hear from you.Apply now and lets shape the future of IT service together.