Level 2 Engineer – Gatwick Airport

L2 Support Engineer – London Gatwick Airport

About the Job:
Working as L2 Engineer is to provide second-line technical support for resolving a wide range of IT issues.You’ll diagnoses and troubleshoots incidents and service requests that have been escalated from the first-line support team, applying technical expertise to resolve complex problems efficiently. 

What will you do?:

• Provides Desktop support including troubleshooting basic hardware and standard software operating system issues and problems, fixing the issues without impacting / violating the hardware warranty or customer security compliance requirements
• Installs and troubleshoots desktops, printers, laptop and other computer peripherals, hardware problems as well as desktop applications
• Performs computer “Break / Fix” support and installation, add, move or change requirements for peripherals and device drivers.
• Performs desk-side support including basic administration of Operating Systems and common off the shelf software systems
• Completes all assigned calls with professionalism and technical expertise, providing quality customer service and support for designated equipment
• Monitors assigned service calls to ensure quality and service level goals are achieved in a timely manner
• Completes all administrative duties correctly and promptly, including updating of tickets in ESP’s or Customer’s call management system.
• Escalates problems to the appropriate next level of support when necessary· Works under close supervision
• Typical work includes New starters set-up and provision of equipment; maintaining printers; preventative maintenance on desktops / laptops; office moves and relocations; basic build and imaging on pc refresh
• This role is working Monday to Friday 9:00 to 17:00 

What will you bring to ESP?

• Knowledge and experience in Windows 10, Office 365, SCCM / MECM (Creating, troubleshooting & deploying applications, troubleshooting Windows Update Deployment), MS Defender, Bitlocker, ServiceNow / alternative ITSM software.
• Proficient with Active Directory and have knowledge or experience of Mobile Device Management technologies. *preferable but not essential working knowledge of Crowdstrike / Qualys
• Cyber vulnerability management – being able to research and resolve operating system and application vulnerabilities independently and effectively
• Proficiency in desktop support including knowledge of current operating systems.
• Basic knowledge of enterprise LAN and WAN setups and concepts.
• Experience with Anti-spyware and Anti-virus software.
• Basic knowledge of TCP / IP networking, DNS, DHCP, VPN and RDP.
• May be able to carry out complex or more difficult service tasks with detailed script and technical assistance.
• Able to lift / move computer equipment.
• 5 years UK working history which can be referenced for airside 
• Must be open to work in FTC 24 months

Physical Requirements:

• Able to lift or push 20-40 kilograms of equipment if needed.
• Able to stand or kneel for extended periods of time.
• Able to use mechanical tools.

Salary:
We offer a competitive salary + benefits
Benefits:

• Holiday Leave
• Pension
• Life Insurance
• Perkbox discounts  

Who are we:
ESP Global Services has been providing customized 24/7 Global IT support solutions since 1992, expertly managed by a dedicated service delivery team, we offer day-to-day support via teams of on-site engineers or responsive visiting engineers, and multi-lingual service desk coordination that’s manages over 1,000 tickets a day for more than 200 customers.

Join a team that prioritizes excellence—our ISO 9001 certification reflects our commitment to quality and superior customer service.

ESP Global Services is an equal opportunity employer.

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