2nd Line Support Engineer

My client, a leading and accredited MSP is currently looking for an experienced helpdesk engineer to join their expanding service desk team. The ideal candidate would be someone that is already in a 2nd line role, or an experienced 1st line engineer looking for that next step in their career.

You will take a supporting role in the management and resolution of the customers technical issues, as well as taking a proactive stance in improving the managed services delivered through additional company services and effective Problem Management.

Hybrid working in London is on offer with 1 day remote and 4 days onsite per week.

Requirements

Responsibilities

Provide a professional and customer-focused service through the life cycle of each ticket; manage customer expectations by keeping customer informed of progress.

Recording all IT Incidents, Requests and Problems, ensuring all relevant details are captured in line with Service Desk standards.

Classify calls accurately with the information provided and prioritise in line with the Service Level Agreement (SLA).

Investigate and diagnose Incidents by providing first line telephone support, gathering and analysing information to identify and resolve a range of technical Incidents such as hardware, software, application and network Incidents with the objective of restoring normal service as quickly as possible.

Liaise with third party suppliers where necessary, logging tickets and act as a central point of contact.

Monitoring and tracking Incidents, Requests or Problems, escalating where necessary to other resolver groups, or line Manager.

Log and assign tickets and monitor workloads for the other Service Desk team members.

You will be required to attend our client sites to provide IT Support as directed by your Line Manager.

Essential Experience

MSP background preferable

2-3 years proven experience in an IT support role (1st/2nd line)

Experience of working to an ITIL framework in a service desk capacity

Microsoft Windows Server

Microsoft 365 Support for Email, SharePoint, OneDrive and Teams

Active Directory Management

Windows 10, 11 Operating System Support

Apple OS and Apple Mac support experience

Microsoft Office Suite

Backup Technologies such as DATTO, Acronis

Laptop/desktop and thin client support

Essential Certification (Any one)

MS-900 Microsoft 365 Fundamentals Certification

AZ-900 Microsoft Azure Fundamentals Certification

SC-900 Microsoft Security Fundamentals Certification

Personal Skills

Highly Motivated

Can do attitude

Attention to detail

Excellent communication

Proven client service skills

Ability to work under pressure

Willingness to work flexibly as required

Good telephone etiquette

Benefits

Hours: 7.5 hours a day on a rotating shift pattern (8am to 4.30pm or 9am to 5.30pm or 9.30am to 6pm)

Holidays: 20 days per year, plus bank holidays. After 3 years continuous service, an extra day annual leave up to 25 days. Plus your birthday off work once you have passed probation!

Benefits: Competitive Package Offered Gym membership, Vitality at Work Business rewards & benefits, Cycle to Work scheme, quarterly team nights out/events, monthly games night with pizzas and breakfast on Wednesdays!

Exams towards certifications relevant for your role fully paid for by my client.