2nd Line Service Desk Engineer – IT Division


Term Permanent
Location Gloucester
Salary TBA


The service desk is an integral part of the GBE Converge business. The aim is to provide excellent customer service at all times and resolve all customer incidents raised. Therefore, accurate and detailed analysis is required, as well as solid IT technical skills.

Key tasks & Experience

Duties and Responsibilities

  • Provide excellent and effective customer service at all times
    • Provide 2nd line support for incoming service requests, utilising the help desk ticketing system
    • Contribute to procedure and policies within the IT department and maintain current procedures and policies
    • Take ownership of support requests, ensuring they are resolved and ensure customers are communicated to at all times
    • Escalation of incidents to senior engineers, where appropriate
    • Provide mentoring for the 1st & other 2nd line support Engineers
    • Answer incoming telephone calls, tickets and emails and provide first point of contact as well as escalations to all GBE Converge customers
    • Correctly log and update tickets with the required information relating to support requests
    • Manage and maintain the end point monitoring platform on a daily basis
    o Logging support tickets for all issues flagged, including 24/7 and daily checks
    o Notify the service desk coordinator of reoccurring outages
    o Raise hardware failures as critical P1 priority
    o Raise outages as critical P1 priority
    • Ensure correct ticket information is maintained at all times
    • Manage own ticket queue and work schedule in an efficient manner
    • Assist on Project work as and when required
    • Provide coaching on technical skills and processes to other staff
    • Provide pre-sales support to GBE Converge existing customers
    • Provide general administration and scheduling tasks for the service desk coordinator
    • Ensure that your timesheet is updated accurately and promptly
    • Ensure all paper work relating to finished work is accurately completed and submitted in a timely manner
    • Any other duties specified by your line manager

KPIs and Measures

  • Ensure 100% of incident tickets are accurate and updated
    • Ensure 100% of site visit documentation is completed within 24 hours
    • Internal knowledgebase is maintained and accurately reviewed on a weekly basis
    • Prepare Personal Development Plan before every review meeting


  • Will have over 2 years’ experience working in an IT support environment covering a number of different technical areas
    • English Language (written and verbal) to a GCSE level or equivalent.
    o Should be able to demonstrate good communication skills, written, over the phone and face to face
    • Have at least 1 formal IT qualification at entry level or above
    o For example, GCSE ICT, CompTIA, Microsoft certification, BTEC or similar.
    • Will have excellent customer service skills and have previous experience in providing customer service
    • Will have experience in troubleshooting Microsoft environments
    • Will have a willingness to learn new skills in a face paced environment
    • Comfortable working within a team or on own initiative
    • Provide excellent documentation skills
    • Excellent working knowledge of windows server 2003/2008/2012/2016
    • Excellent working knowledge of windows 7/8/10
    • Excellent working knowledge of Office 2003/2010/2013/2016/365
    • Exchange server 2003/2007/2010/2013/2016/365 implementation experience
    • Good working knowledge of major networking components, networking operating systems and basic configuration and maintenance
    • Backup configuration and maintenance experience
    • Hands on knowledge of the procedures used in the installation modification maintenance and repair of IT hardware and software
    • Daily system checks, servers, backups and firewalls Escalation point for incident resolution


As part of the company’s compliance to The Health & Safety at Work Etc Act 1974, ISO9001 for Quality and ISO14001 for Environmental, there are several key objectives that are issued each year upon management review that we expect all staff to work towards in order for the company to meet these objectives and include but are not limited to:

  • Compliance to all legislative and British Standard requirements
  • Compliance to associated accreditation bodies schemes from NSI, BAFE, LPCB, FIA and others as required.
  • To maximise customer satisfaction with the services provided by GBE Converge
  • Working to reduce, renew & recycle any waste on and off our sites including our offices
  • To protect the environment and ensure use of toxic materials is avoided where possible
  • Staff will work to a best safe practice and ensure that their actions do not cause harm unto themselves or others
  • Staff will not tamper with any issued PPE or plant machinery that it may cause harm unto themselves or others

Working Conditions

The typical working environment will be an office location at GBE Converge.  The role requires that you will be available to work evenings, weekends and bank holidays on request. Engineers are expected to be available for an on-call rota to support customers with out of hours’ support contracts as defined by the Technology Operations Manager.

Physical requirements

The job requires that the engineer is able to lift and move typical IT equipment (PC’s and Laptops) from floor to desk regularly.  Long periods of working in front of a VDU with regular breaks is common.  Occasionally you may be required to travel long journeys to complete customer support or training.
Direct Reports


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