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Full job descriptionYorkshire Ambulance Service NHS Trust are looking for a 2nd Line IT Engineer to support day-to-day IT operations across the organisation. The role will focus on resolving escalated support issues, maintaining end user devices, and ensuring critical systems remain available to frontline services.
Responsibilities:
*Provided 2nd line support across desktop, laptop, mobile, and application issues
*Investigated and resolved escalated incidents from the service desk within agreed SLAs
*Supported user account management within Active Directory and Office 365
*Assisted with device builds, configuration, and deployment of end user equipment
*Carried out software installations, updates, and patching
*Supported endpoint management via SCCM and/or Intune (desirable)
*Troubleshot hardware, software, and network connectivity issues
*Worked closely with 1st line and 3rd line teams to ensure efficient issue resolution
*Supported rollout activity such as hardware refresh or system upgrades
*Maintained documentation and updated ticketing systems accurately
Key Skills & Experience:
*Experience in a 2nd line IT support role
*Strong knowledge of Windows 10/11 environments
*Active Directory (user accounts, group policies – basic level)
*Office 365 (user admin, troubleshooting)
*Good understanding of desktop and laptop support
*Experience working within a ticketing system and ITIL environment
*Strong troubleshooting and customer service skills
*Previous NHS or public sector experience highly desirable