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2nd Line Support Engineer

Up to £35,000 DOE

London (W1) – Hybrid working (3 or 4 days onsite/in office, 1 or 2 days remote)

My client are a managed service provider, providing businesses with a range of ongoing tailored solutions to increase efficiency, decrease outgoings, minimise system downtime and boost performance.

Job Description

We are currently looking for an experienced helpdesk engineer to join our 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 services and effective Problem Management.

Job Specifications:

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 2016 – 2022
• 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

Main Tasks and 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.

Benefits & Additional details

Hours: 7.5 hours a day on a fortnightly 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. Birthday off work (from 2025)

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