Senior Support Worker

Oswestry, England, gb

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21st April, 2025

L2 / L3 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.

#ITSupport #TroubleshootingExperience #WindowsSupport #ITHardware #AirportExperience #AirlineExperience

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