Level 2 service desk engineer

Service Desk Engineer - 2nd Line - Milton Keynes

Position Overview

We are looking for a Service Desk Engineer to join us in Milton Keynes. This is a great role for someone who is confident operating at 2nd line level, who wants to have the opportunity to develop into a 3rd line position (and beyond!)

On top of a varied client base, we offer a structured and clear progression pathway supported by learning and exam support in skill areas such as Microsoft or VMWare. Whether through self-paced online courses or provider-led training sessions, we ensure that all employees have access to valuable learning and progression opportunities.

Salary & Benefits

The budgeted salary for this role is between £30,000 - £38,000 pear year depending on experience, plus our benefits.

Hybrid Working

We recognise the benefits that remote and flexible working brings. We operate a hybrid working policy that allows our employees to balance time in the office and time from home. Each team within our organisation can decide how to implement this policy.

Responsibilities

• Providing software, hardware and network support to multiple customers
• Performing diagnoses and guide users through step-by-step solutions
• Working with both technical and non-technical audiences on reaching swift and effective solutions
• Facilitating one-to-one end user training, as required
• Ensuring technical documentation is maintained
• Escalating technical issues to 3rd line level, as required
• Striving to maintain high levels of customer satisfaction and support

Qualifications & Experience

The right candidate for this role will have:

• Professional experience of operating at 2nd line IT support level
• Experience of supporting SME organisations in an IT support capacity, ideally in a managed services setting
• Familiarity with working in SLA-driven environment to meet customer and contract expectations

The technical skills areas relevant for this role includes:

• Microsoft Office and 365 (inclusive of Azure, Intune, SharePoint)
• Exchange technologies (Outlook)
• Active Directory
• Firewalls, Router & VPN technologies (Sonicwall)
• Server infrastructure experience
• Hypervisor experience (inclusive of ESXi and HyperV)

Experience of Sage X3, OneDrive, or Databases (SQL) is desirable but is not essential to apply.

Our Selection Process

We are committed to ensuring an equitable experience for all candidates, regardless of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.