2nd Line Service Desk Engineer
LocationCity Of London, England, United Kingdom
Posted At2/26/2026
UK Visa Sponsorship Analytics
Analytics are greyed out due to low classification confidence (46.0%).
Occupation Type
IT user support technicians
Occupation Code Skill LevelMedium Skilled
Sponsorship Salary Threshold
£41,700
(£21.38 per hour)
Standard minimum applies
Above analytics are generated algorithmically based on job titles and may not always be the same as the company's job classification. You can also check detailed occupation eligibility, and salary criteria on our UK Visa Eligible Occupations & Salary Thresholds page.
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Description
Company Profile
Total IT is an award-winning technology services and systems integration business founded in 2006, with offices in Bedford, London, and Dubai. Weoperateat the intersection of IT, cyber security, networks, and smart building technology, supporting some of the largest and most complex commercial buildings in the United Kingdom, alongside a growing portfolio of international clients.Our clients trust us to manage business-critical environments where accuracy, reliability, and professionalism matter
Description
You will be a 2nd line service desk engineerlocatedin London. The service desks are managed by our Service Desk Manager.
Your role will be to provide 2nd line technical support to some of our key clients. Tomaintaina high degree of client service ensuring responses areaccurate. Asan initialpoint of escalation for our 1st line team, you willbe requiredto take escalations, fully understand theproblemand resolve within agreed SLAs.
Overallresponsibly for the progression and effective resolution of all support cases receivedin accordance withour SLAs and KPIs and managing client accounts from a technical perspective.
Technical Skills Required
Total IT is an award-winning technology services and systems integration business founded in 2006, with offices in Bedford, London, and Dubai. Weoperateat the intersection of IT, cyber security, networks, and smart building technology, supporting some of the largest and most complex commercial buildings in the United Kingdom, alongside a growing portfolio of international clients.Our clients trust us to manage business-critical environments where accuracy, reliability, and professionalism matter
Description
You will be a 2nd line service desk engineerlocatedin London. The service desks are managed by our Service Desk Manager.
Your role will be to provide 2nd line technical support to some of our key clients. Tomaintaina high degree of client service ensuring responses areaccurate. Asan initialpoint of escalation for our 1st line team, you willbe requiredto take escalations, fully understand theproblemand resolve within agreed SLAs.
Overallresponsibly for the progression and effective resolution of all support cases receivedin accordance withour SLAs and KPIs and managing client accounts from a technical perspective.
Technical Skills Required
Windows Desktop (10 & 11)
Experience of software and hardware troubleshooting
Good understanding of PC hardware set-up and configuration
Knowledge of Cloud storage solutions, OneDrive, SharePoint,DropBox, etc...
Advanced Windows 10 & 11 Desktop Administration
Application and OS deployment
Windows Server (2012 R2, 2016, 2019, 2022 & Hyper V)
Install, configure and troubleshoot issues
Good working knowledge of Active Directory, Group Policies, Terminal Services and DHCP, AD Domain services, MFAServerand SSO
Proactive server monitoring and reporting
Backup monitoring and reporting
Office 365
365 Maintenance, Configuration, Changes (adds/removes/passwordresets/migrations)
Basic understanding of Intune Management
Deepexpertisein SharePoint online and teams online
Strong understanding and capability using PowerShell relating to Office 365 services and Azure AD. Ability to automate and standardise configurations by script
Networking
Understanding of networking and troubleshooting
Basic understanding of IP addresses, DNS and what makes up an IT network
Diagnosing internet connection issues
Diagnosing Wi-Fi issues and performing Wi-Fi Surveys
Basic Firewall configuration and troubleshooting
Printers
Understanding of printer errors, printer configurations, including reinstalling drivers and changing printer options
Experience of software and hardware troubleshooting
Good understanding of PC hardware set-up and configuration
Knowledge of Cloud storage solutions, OneDrive, SharePoint,DropBox, etc...
Advanced Windows 10 & 11 Desktop Administration
Application and OS deployment
Windows Server (2012 R2, 2016, 2019, 2022 & Hyper V)
Install, configure and troubleshoot issues
Good working knowledge of Active Directory, Group Policies, Terminal Services and DHCP, AD Domain services, MFAServerand SSO
Proactive server monitoring and reporting
Backup monitoring and reporting
Office 365
365 Maintenance, Configuration, Changes (adds/removes/passwordresets/migrations)
Basic understanding of Intune Management
Deepexpertisein SharePoint online and teams online
Strong understanding and capability using PowerShell relating to Office 365 services and Azure AD. Ability to automate and standardise configurations by script
Networking
Understanding of networking and troubleshooting
Basic understanding of IP addresses, DNS and what makes up an IT network
Diagnosing internet connection issues
Diagnosing Wi-Fi issues and performing Wi-Fi Surveys
Basic Firewall configuration and troubleshooting
Printers
Understanding of printer errors, printer configurations, including reinstalling drivers and changing printer options
within Windows.
The Candidate
You Will Be a Dedicated And Experienced IT Support Engineer With 2 Or More Years Experience Ideally Working For An MSP. Over The Next 12 Months We Expect You To
Exceed our SLAs and ensure our30 minutecall back guarantee is maintained
Manage onboardings of clients and their teams
Achieve consistent 5 star on all Customer satisfaction surveys
Take ownership of technical escalation
Follow established escalation process for critical or high priority issues asidentifiedonsite
Contribute to and improve internal knowledgebase, assets
Refer to internal knowledgebase, assets, internal/external resources to provideaccuratesolution
Be able to work under pressure
Have a flexible working attitude
To be reliable and honest
Drive and have access to own vehicle
Be flexible travelling to client sites
Produce and keep up to date documentation on clients systems
Floorwalk andassistthe 1st line team
Produce weekly playbooks and report to senior management team
Be proactive
Mentor our 1st line engineers
Company Benefits
The Candidate
You Will Be a Dedicated And Experienced IT Support Engineer With 2 Or More Years Experience Ideally Working For An MSP. Over The Next 12 Months We Expect You To
Exceed our SLAs and ensure our30 minutecall back guarantee is maintained
Manage onboardings of clients and their teams
Achieve consistent 5 star on all Customer satisfaction surveys
Take ownership of technical escalation
Follow established escalation process for critical or high priority issues asidentifiedonsite
Contribute to and improve internal knowledgebase, assets
Refer to internal knowledgebase, assets, internal/external resources to provideaccuratesolution
Be able to work under pressure
Have a flexible working attitude
To be reliable and honest
Drive and have access to own vehicle
Be flexible travelling to client sites
Produce and keep up to date documentation on clients systems
Floorwalk andassistthe 1st line team
Produce weekly playbooks and report to senior management team
Be proactive
Mentor our 1st line engineers
Company Benefits
28Days annual leave plus 1 day, 2 weeks either side of your Birthday
Great working environment within afriendly team
Private healthcare including 24-hour GP access
Mental health & wellbeing programmes
Audio, optical & dental cover
Up to 10 days of relevant training per year
A tailored professional and personal development plan
High performance computers for all employees
Friendly, supportive, and professional working environment
Interview Process
Stage 1: Telephone screening (1015 minutes)
Stage 2: Teams interview with Service Desk Manager
Stage 3: Face-to-face interview withService Desk Manager & Head of Operations
Stage 4: Offer discussion with HR Manager
Final Stage: Offer letter and agreed start date welcome to Total IT
Why work at Total IT
A team survey described Total IT as havinggreat peopleandan atmosphere that makes you want to come into work each day.
Joining us in this role, you can expect to be trusted, supported, and given the opportunity to grow as the business expands.
LNKD1_UKTJ
Great working environment within afriendly team
Private healthcare including 24-hour GP access
Mental health & wellbeing programmes
Audio, optical & dental cover
Up to 10 days of relevant training per year
A tailored professional and personal development plan
High performance computers for all employees
Friendly, supportive, and professional working environment
Interview Process
Stage 1: Telephone screening (1015 minutes)
Stage 2: Teams interview with Service Desk Manager
Stage 3: Face-to-face interview withService Desk Manager & Head of Operations
Stage 4: Offer discussion with HR Manager
Final Stage: Offer letter and agreed start date welcome to Total IT
Why work at Total IT
A team survey described Total IT as havinggreat peopleandan atmosphere that makes you want to come into work each day.
Joining us in this role, you can expect to be trusted, supported, and given the opportunity to grow as the business expands.
LNKD1_UKTJ