2nd Line Service Desk Engineer Permanent

Our client offers a full spectrum of managed IT products including full IT support, Unified Communications, Cloud Infrastructure, Security & Compliance, and Network & Infrastructure. With further plans for expansion and their genuine desire and commitment to help their colleagues maximise their full potential, providing ongoing training and fully supporting and funding qualifications, this is an ideal opportunity for anyone looking to grow their career long term.

The 2^nd Line Service Desk Engineer will in the majority of cases be the last escalation point and will deal with the bulk of technical tickets that are raised, providing an expert knowledge to SME to Enterprise Clients, across the latest infrastructure technologies and legacy systems. You will also mentor the 1st Line Engineers within the service desk team, supporting a wide range of leading technologies including but not limited to Microsoft, Citrix and VMWare.

Main responsibilities of the 2nd Line Service Desk Engineer:

• Provide an escalation point and an expert knowledge base for the 1^st Line Engineers.
• Take ownership of support tickets that are escalated to you and ensure they are resolved, communicating with the customer and keeping them informed at all times.
• When necessary, escalating the ticket to the Senior 3^rd Line Engineers for final resolution.

Skills and Attributes required for the Senior 3rd Line Service Desk Engineer: 

• Technical experience at a 2nd line level, ideally for an MSP.
• Good knowledge across any of the following technologies: Windows Server, Microsoft Exchange, Hyper-V, Azure, Citrix, Office 365, VMware, SCCM and SAN/NAS.
• Knowledge of Networking and Firewalls would be advantageous.
• Well organised and able to multi-task
• Takes pride in personal development
• Clear communicator, both verbally and in writing
• Ability to work under pressure and in a fast-paced environment

In reward:
In reward for your talents, our client is offering a competitive salary of £18,000 – £27,000 dependent upon experience + performance related bonus + 22 days annual leave + bank holidays + pension. (We are keen to hear from experienced Engineers and are happy to have conversations in regard to salary to secure the right candidate).

Our client is very much a people business and believes in being the best employer they can be. They enthuse a culture of passion towards helping their colleagues maximise their potential and grow to their own personal best, offering support to achieve qualifications and paid examinations.

Shift Pattern:
Due to the nature of the IT Industry, 2nd Line Service Desk Engineer is required to work on a shift rota. The shift rota will either be on a 24×7 basis, working days, evenings and nights or 1 week of evening shifts + 1 weekend day every 6 weeks. This will be discussed further at interview stage.

Tagged as: IT