We are currently recruiting for an experienced 2nd Line Service Desk Engineer, who has up-to-date Microsoft certifications and has MSP experience to join our growing team, based in Lincoln.
With an expanding client portfolio, you will be part of a team providing high-quality support to multiple clients within a designated team in a fast-paced environment. This role also assists the account management team with account meetings, projects, complaints, sales and other related tasks. The role requires a proactive approach, excellent customer services.
This role is available in traditional office-based or hybrid models working from our base in Grantham, Lincolnshire. We will require you to travel to customer sites as needed and be available for our extended hours support rota.
The role involves:
Client support. Serve as the main point of contact for clients, managing and resolving support tickets and queries promptly.
Client relations. Build and maintain strong relationships with clients to ensure high levels of client satisfaction and retention.
Assist with client meetings onsite and remote, project coordination and implementation, complaint handling and supporting relationships.
Documentation. Maintain accurate records for client interactions, support tickets and resolutions. Provide regular reports on client support activities.
Continuous improvement. Identify opportunities for process improvements and contribute to the development of best practices in client support.
Pod development. Present ideas to develop pod operations with the view of improving client experience.
Schedulling. Ensure the scheduling queue is checked daily and actioned and the installation manuals and tech specs are added to the installation tickets.
To be considered for this role, you must have experience with the following tech stack:
Have a full UK licence and own vehicle
Up to date Microsoft certifications
Windows Desktop support, Server support and maintenance
Active Directory administration
Group policy administration
Microsoft 365 and Microsoft Azure support and maintenance.
Microsoft Endpoint Manager.
VMware vSphere and Horizon.
Network support on routers, switches, firewalls and other networked devices.
Software support for end-user applications.
PowerShell.