2nd Line Desk Engineer - Cramlington

  • Location
    Cramlington, Northumberland
  • Salary
    £ 32000 - £ 35000 / Year
  • Job type
  • Industry
  • External Reference
  • Category
    IT - IT

Adecco Durham are recruiting for a fantastic opportunity with a well-established Client in the Cramlington area.

This role will initially be working on a 6-month Temporary contract with a view to be offered a Permanent role in the future. Pay rate is £32,000 - £35,000 dependant on experience. There will be some possible travel to our clients other location in the area to help.

The 2nd Line Deskside Support Engineer ensures the continued operation of desktop and laptop equipment, associated peripherals for both local and remote staff within the EMEA region.

Reporting to an IT Manager, you will prioritise your own time and resources to successfully meet SLA's and support local operational activities. This is an excellent opportunity for a customer-facing IT support professional who can work independently to play a key role in providing technical support to our colleagues at our rapidly growing Cramlington site.


  • Hardware and software incident resolution for on-site and remote users within the defined Service Level Agreements (SLAs), using standard remote-control tools.

  • Support existing and new IT infrastructure and applications for designated function / site / application platform (SME).

  • Utilise the service management tool and updating as incidents are progressed or resolved.

  • Plan, coordinate and carry out hardware installation, moves, adds and changes. This will include the lifting and transporting of objects, such as computers and peripherals. Occasional inspection of cables in floors and ceilings.

  • Software installation using software deployment tools.

  • Write site documentation, run books and knowledge articles.

  • Network support including port activation and extended troubleshooting working with Network Support Engineers.

  • Advanced Avaya user Administration and support, including Hunt Group setup and reporting.

  • Advanced Voicemail, Video-conferencing and Meeting Room support

  • Advanced support and problem solving for printers, including vendor liaison and prioritisation.

  • Follow Desktop Good Working Practices and wider Company Quality Management processes.

  • Present an effective, timely and professional Company presence to our customers, which span a range of different departments and job roles.

Suitable Candidates must have the following:

  • Previous experience working onsite in a customer facing role, providing 2nd line technical support (including remote management tools).

  • ITIL qualification at Foundation Certificate (or equivalent).

  • Solid experience with Windows 10.

  • Ability to prioritise own time, set realistic timescales and meet deadlines.

  • Excellent analytical, evaluative, and problem-solving abilities.

  • Experience of DELL hardware.

Preferred Skills and Experience

  • Degree (or equivalent) in computer science, information sciences, or related field.

  • Knowledge of virtualization technologies.

  • Support experience with Microsoft Office 365.

  • Understanding of current network hardware, protocols and standards.

  • Understanding of Information Security principles.

  • Familiarity with Windows 11, management and deployment technologies such as Intune and Autopilot.

  • MCSA in Windows 10 preferred.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser https://www.adecco.co.uk/candidate-privacy

To speak to a recruitment expert please contact Rachel Grogan