2nd Line IT Support Engineer
Posted 15 days ago
- Leicester, Leicestershire
- Permanent
- £28,000 to £34,000 /Yr
- Sponsored
- Expires In 13 days
Service Desk Engineer (2nd Line) – Leicester
Are you an experienced 2nd Line Service Desk Engineer looking for a dynamic role in a fast-growing and innovative MSP? We are representing an exciting opportunity with a forward-thinking Managed Service Provider that is reshaping the industry by leveraging cutting-edge technology and fostering a strong company culture. If you are passionate about IT support and delivering outstanding customer service, we’d love to hear from you!
The Role:
As a 2nd Line Service Desk Engineer, you will:
* Act as the first point of contact for client technical queries via phone, ticketing system, and online chat.
* Provide escalation support for 1st Line Engineers.
* Ensure all service tickets are managed efficiently, with clear communication to clients.
* Meet Service Desk SLAs, including first-time resolution and customer satisfaction targets.
* Work on a full-time office-based schedule in Leicester, with occasional travel to client sites in London for training and events.
* Maintain the Service Knowledge Management System.
* Participate in client and proactive projects to enhance IT service delivery.
What You’ll Need:
To be successful in this role, you should have:
* At least 3 years of experience as a Service Desk Engineer, ideally within an MSP.
* A track record of resolving 2nd Line escalation requests.
* Strong diagnostic skills for both hardware and software issues.
* Excellent written and verbal communication skills.
* The ability to prioritise and manage multiple cases simultaneously.
* A proactive attitude and ability to work autonomously.
* Strong knowledge of internet security and data privacy principles.
* Proficiency in Windows 10/11, MacOS, Active Directory, and Microsoft Azure.
* Experience supporting Office 365 applications (Outlook, OneDrive, SharePoint, Teams).
* Desirable: Knowledge of Google G Suite, Box, Dropbox, and VoIP systems.
* Eligibility to work in the UK.
If you’re looking to take the next step in your IT career with a company that values innovation and professional growth, apply now
Are you an experienced 2nd Line Service Desk Engineer looking for a dynamic role in a fast-growing and innovative MSP? We are representing an exciting opportunity with a forward-thinking Managed Service Provider that is reshaping the industry by leveraging cutting-edge technology and fostering a strong company culture. If you are passionate about IT support and delivering outstanding customer service, we’d love to hear from you!
The Role:
As a 2nd Line Service Desk Engineer, you will:
* Act as the first point of contact for client technical queries via phone, ticketing system, and online chat.
* Provide escalation support for 1st Line Engineers.
* Ensure all service tickets are managed efficiently, with clear communication to clients.
* Meet Service Desk SLAs, including first-time resolution and customer satisfaction targets.
* Work on a full-time office-based schedule in Leicester, with occasional travel to client sites in London for training and events.
* Maintain the Service Knowledge Management System.
* Participate in client and proactive projects to enhance IT service delivery.
What You’ll Need:
To be successful in this role, you should have:
* At least 3 years of experience as a Service Desk Engineer, ideally within an MSP.
* A track record of resolving 2nd Line escalation requests.
* Strong diagnostic skills for both hardware and software issues.
* Excellent written and verbal communication skills.
* The ability to prioritise and manage multiple cases simultaneously.
* A proactive attitude and ability to work autonomously.
* Strong knowledge of internet security and data privacy principles.
* Proficiency in Windows 10/11, MacOS, Active Directory, and Microsoft Azure.
* Experience supporting Office 365 applications (Outlook, OneDrive, SharePoint, Teams).
* Desirable: Knowledge of Google G Suite, Box, Dropbox, and VoIP systems.
* Eligibility to work in the UK.
If you’re looking to take the next step in your IT career with a company that values innovation and professional growth, apply now