2nd Line Service Desk Engineer

2nd Line Service Desk Engineer
Salary: Competitive and based on experience
Location: Leicester

Keywords: Service Desk, Engineer, Technical Support, Customer Service, IT Support, MSP.

Our client is on the lookout for a 2nd Line Service Desk Engineer to join their dynamic team in Leicester. This is an exciting opportunity to be part of a company that is shaking up the Managed Service Provider (MSP) industry by utilising emerging technologies and focusing on creating strong partnerships. They are committed to fostering a culture that values its people above all else, offering internal promotions, personal development plans, and various new opportunities as they grow.

• Opportunity to work with latest technology and tools
• Continuous career progression with regular reviews and weekly check-ins
• Full training and development plan from day one

What you'll do:
As a 2nd Line Service Desk Engineer, your role will be pivotal in providing excellent customer service and experience. You will be responsible for handling technical queries, acting as an escalation point for other engineers, and maintaining high customer satisfaction scores. Your ability to diagnose and resolve hardware or software issues will be crucial in this role. Additionally, you will have the opportunity to work on various client projects, contributing significantly to the company's growth.

• Act as the first point of contact for clients with technical queries over the phone, ticketing system and online chat.
• Serve as the escalation point for 1st line engineers.
• Liaise with clients throughout the lifecycle of the service ticket, ensuring issues are closed off and communicated effectively.
• Meet Service Desk SLA's including fast phone pickups, first time resolution and customer satisfaction scores.
• Keep the Service Knowledge Management System up to date.
• Work on various client and proactive projects.

What you bring:
The ideal candidate for the 2nd Line Service Desk Engineer position will bring a wealth of experience in IT support. With at least three years' experience in a similar role, you will have proven your ability to handle second-line escalation requests effectively. Your excellent communication skills will enable you to liaise with clients throughout the lifecycle of service tickets, ensuring issues are resolved satisfactorily. Your knowledge of internet security and data privacy principles will be essential in this role. Experience with Microsoft Azure, Windows 10/11, MacOS and Active Directory is highly desirable.

• Minimum 3 years' experience as a service desk engineer, preferably in an MSP.
• Proven experience resolving 2nd line escalation requests.
• Ability to diagnose and resolve hardware or software issues.
• Excellent written and verbal communication skills.
• Ability to prioritise and manage many open cases at one time.
• Good knowledge of internet security and data privacy principles.
• Knowledge of Windows 10/11, MacOS and Active Directory, with experience in Microsoft Azure.
• Experience supporting Outlook, OneDrive, SharePoint & Teams.

What sets this company apart:
This company stands out due to its commitment to shaking up the MSP industry by utilising emerging technologies and focusing on its people. They offer a supportive work environment with continuous career progression, regular reviews, and weekly check-ins. They also provide a full training and development plan from day one. Additionally, they offer 25 days holiday plus bank holidays and your birthday off, regular social activities, and quarterly paid for overnight stays in London.

What's next:
Ready to take the next step in your career as a 2nd Line Service Desk Engineer? Don't miss out on this exciting opportunity!

Apply today by clicking on the link!

Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates