Please note that though this is a hybrid role, a minimum of three days per week in the office are required. On-Site work will be required as a part of this role.
Reports to: Service Desk Manager
We are looking for a highly motivated and skilled Second Line Service Desk Engineer to join our growing team. As a key member of our support team, you will provide expert-level technical assistance to our clients by resolving complex IT issues, managing escalated service requests, and ensuring that systems and services run smoothly. You will play a pivotal role in maintaining our clients' IT environments, working closely with clients and internal teams to deliver excellent IT support.
Key Responsibilities:
* Respond to and resolve technical incidents and service requests escalated from the First Line Service Desk, providing a higher level of technical expertise.
* Diagnose and troubleshoot complex hardware, software, networking, and application issues for a diverse range of clients, including multiple industries and IT environments.
* Provide technical support across a variety of platforms and services, including cloud solutions (Office 365, Azure), virtual environments, networking, and on-premise IT infrastructure.
* Perform root cause analysis on recurring issues and implement permanent solutions to improve service quality.
* Effectively communicate with clients to understand their issues, provide regular updates, and ensure a high level of customer satisfaction throughout the resolution process.
* Use service management tools to log, track, and prioritize incidents and service requests, ensuring accurate documentation.
* Collaborate with the Third Line Support team and other internal departments to resolve advanced technical issues and implement IT solutions.
* Perform system maintenance tasks, software updates, patches, and upgrades as part of ongoing client support and proactive services.
* Contribute to the development and maintenance of a knowledge base, ensuring documentation for common issues and solutions is up-to-date.
* Assist in the onboarding of new clients, helping to set up their IT environments and systems as part of the service transition process.
* Provide coaching and mentoring to First Line Engineers, helping them develop their technical skills and customer service capabilities.
* Support clients with IT security initiatives, ensuring compliance with industry standards and best practices.
* Collaborate with the Head of Technical Services & Project Team to carry out a wide range of client projects, from simple hardware refreshes to full-scale managed infrastructure.
Skills & Qualifications:
* Proven experience in a Second Line Service Desk role or IT support role within an MSP environment.
* Excellent technical knowledge across a variety of technologies, including:
o Microsoft Office 365, Exchange, and Active Directory.
o Networking (TCP/IP, DNS, DHCP, VPN, VLANs).
o IT security (firewalls, antivirus, endpoint protection).
* Excellent troubleshooting skills and experience managing multiple, complex IT incidents simultaneously.
* Strong communication skills, both written and verbal, with the ability to interact with clients and explain technical issues in a clear, non-technical way.
* ITIL Foundation certification (v3/v4) or similar IT service management framework knowledge is highly desirable.
* Experience with backup solutions, disaster recovery, and business continuity planning is a plus.
* A customer-focused mindset and a commitment to delivering high-quality IT services.
Desirable Attributes:
* Ability to work independently, manage multiple tasks, and prioritize effectively in a fast-paced MSP environment.
* Problem-solving mindset with a proactive approach to identifying and resolving IT issues before they affect clients.
* Strong organizational and time management skills.
* Desire to continuously develop technical expertise and stay up-to-date with emerging IT trends.
Job Type: Full-time
Pay: £28,000.00-£32,000.00 per year
Benefits:
* Additional leave
* Company events
* Company pension
* Free parking
* On-site parking
* Sick pay
* Work from home
Schedule:
* Monday to Friday
Licence/Certification:
* Drivers License (required)
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Information Technology
Industries: IT Services and IT Consulting
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