Company Profile Total IT is an award-winning technology services and systems integration business founded in 2006, with offices in Bedford, London, and Dubai. We operate at the intersection of IT, cyber security, networks, and smart building technology, supporting some of the largest and most complex commercial buildings in the United Kingdom, alongside a growing portfolio of international clients. Our clients trust us to manage business-critical environments where accuracy, reliability, and professionalism matter Description: You will be a 2nd line service desk engineer located in London. The service desks are managed by our Service Desk Manager. Your role will be to provide 2nd line technical support to some of our key clients. To maintain a high degree of client service ensuring responses are accurate. As an initial point of escalation for our 1st line team, you will be required to take escalations, fully understand the problem and resolve within agreed SLAs. Overall responsibly for the progression and effective resolution of all support cases received in accordance with our SLAs and KPIs and managing client accounts from a technical perspective. Technical Skills Required: Windows Desktop (10 & 11) Experience of software and hardware troubleshooting Good understanding of PC hardware set-up and configuration Knowledge of Cloud storage solutions, OneDrive, SharePoint, DropBox, etc Advanced Windows 10 & 11 Desktop Administration Application and OS deployment Windows Server (2012 R2, 2016, 2019, 2022 & Hyper V) Install, configure and troubleshoot issues Good working knowledge of Active Directory, Group Policies, Terminal Services and DHCP, AD Domain services, MFA Server and SSO Proactive server monitoring and reporting Backup monitoring and reporting Office 365 365 Maintenance, Configuration, Changes ( adds / removes / password resets /migrations) Basic understanding of Intune Management Deep expertise in SharePoint online and teams online Strong understanding and capability using PowerShell relating to Office 365 services and Azure AD. Ability to automate and standardise configurations by script Networking Understanding of networking and troubleshooting Basic understanding of IP addresses, DNS and what makes up an IT network Diagnosing internet connection issues Diagnosing Wi-Fi issues and performing Wi-Fi Surveys Basic Firewall configuration and troubleshooting Printers Understanding of printer errors, printer configurations, including reinstalling drivers and changing printer options within Windows. The Candidate You will be a dedicated and experienced IT Support engineer with 2 or more years experience ideally working for an MSP. Over the next 12 months we expect you to: Exceed our SLAs and ensure our 30 minute call back guarantee is maintained Manage onboardings of clients and their teams Achieve consistent 5 star on all Customer satisfaction surveys Take ownership of technical escalation Follow established escalation process for critical or high priority issues as identified onsite Contribute to and improve internal knowledgebase, assets Refer to internal knowledgebase, assets, internal/external resources to provide accurate solution Be able to work under pressure Have a flexible working attitude To be reliable and honest Drive and have access to own vehicle Be flexible travelling to client sites Produce and keep up to date documentation on clients systems Floor walk and assist the 1st line team Produce weekly playbooks and report to senior management team Be proactive Mentor our 1st line engineers Company benefits: 28 Days annual leave plus 1 day, 2 weeks either side of your Birthday Great working environment with in a friendly team Private healthcare including 24-hour GP access Mental health & wellbeing programmes Audio, optical & dental cover U p to 10 days of relevant training per year A tailored professional and personal development plan High performance computers for all employees Friendly, supportive, and professional working environment Interview Process: Stage 1: Telephone screening (1015 minutes) Stage 2: Teams interview with Service Desk Manager Stage 3: Face-to-face interview with Service Desk Manager & Head of Operations Stage 4: Offer discussion with HR Manager Final Stage: Offer letter and agreed start date welcome to Total IT Why work at Total IT A team survey described Total IT as having great people and an atmosphere that makes you want to come into work each day. Joining us in this role, you can expect to be trusted, supported, and given the opportunity to grow as the business expands.