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