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Second Line Service Desk Engineer
Salary: £27,000 - £32,500 DOE
Location: Plymouth - Office-based with occasional fieldwork
Are you a driven and solution-focused IT professional with a passion for delivering exceptional customer service? We're looking for a 2nd Line Service Desk Engineer to join our well-established, busy Service Desk team.
The Role
As part of a thriving team handling over 2000+ new support requests monthly from a diverse range of clients, you'll play a key role in resolving technical issues and delivering outstanding service.
Your responsibilities will include:
✅ Providing 2nd line technical support to a variety of businesses across different industries.
✅ Managing and monitoring the helpdesk, identifying issues, and implementing repairs or upgrades.
✅ Acting as a point of escalation for First Line Service Desk Engineers, offering guidance and support.
✅ Escalating issues to 3rd Line support where required.
✅ Supporting field engineers with your technical expertise and providing on-site support when needed.
✅ Researching, scoping, and implementing projects for both existing and new clients.
✅ Monitoring security threats and vulnerabilities, implementing security measures, and ensuring data security compliance.
About You
We are looking for someone who is:
? Customer-focused with strong interpersonal skills and an excellent phone manner.
? Solution-driven, with the ability to manage your own workload in a busy environment.
? A team player who knows when to persevere and when to seek support.
? Inquisitive, curious, and passionate about learning and developing your IT skills.
? Able to explain technical concepts in a clear and non-technical way.
Essential Skills & Experience
* Minimum of 2 years’ experience working on a support desk or in an IT role.
* Strong knowledge of Microsoft 365 (Email concepts, SharePoint, OneDrive, Azure AD).
* Solid understanding of networking concepts (LAN, WAN, VLAN, Wi-Fi, IPSEC, VPN).
* Experience with Windows Servers (Active Directory, DHCP, DNS, GPOs, Print Management, AD Sync).
* Knowledge of onsite/offsite backup products and cloud storage solutions.
* A full driving licence.
* Excellent customer service skills.
Desirable Skills
* Previous experience working in an MSP environment.
* Industry certifications such as CompTIA A+ (beneficial but not essential).
What’s in It for You?
? Fully funded training and industry-recognised certifications to support your career growth.
?️ 25 days of annual leave plus Bank Holidays, increasing by one day per year after five years of service.
? Enrolment in a Vitality Healthcare Scheme.
? One fully paid day per year to volunteer and give back to a charity or local cause of your choice.
? Regular social events to connect with your colleagues.
If you're passionate about IT, thrive in a fast-paced environment, and want to be part of a supportive and dynamic team, we’d love to hear from you!
Apply today and take the next step in your IT career