Overview
Air IT Edinburgh, Scotland, United Kingdom. We’re Air IT, an incredible MSP with the history and expertise to provide an amazing array of services and a bright future ahead of us. We’ve grown a lot since our beginning back in 2005 and have grown into a team recognised with regional, national and industry awards for growth, innovation, dedication and success. We’re a team focused on empowering our people to provide unrivalled IT and Cyber Security support, solutions and services to local SMEs, nationwide. We are now looking for a 2nd Line Service Desk Engineer to join us, adding to our pool of knowledge and delivering great results for our clients.
So, if you have experience in an IT helpdesk support role and knowledge and experience of various IT systems, this is your chance to get on board with an ambitious and successful business as we push on making a big impact in our industry sector.
Responsibilities
* As a 2nd Line Service Desk Engineer, you’ll be responsible for handling escalated service requests and supporting the Technical Team, ensuring client requests are handled quickly and efficiently.
* Working as part of a team of seven, you’ll swiftly handle incoming calls to the Service Desk, effectively prioritising tickets to ensure technical queries are resolved quickly and customers remain satisfied.
* Manage all technical cases effectively, ensuring clients are kept up-to-date with progress
* Monitor the progress of any matters assigned to the Technical Team
* Monitor clients’ IT systems via the monitoring software
* Escalate matters in a timely manner if it becomes necessary
About You / Qualifications
* Previous experience in an IT helpdesk support role
* Knowledge and experience of various IT systems
* Experience in the following systems and/or applications:
* Microsoft 10/11
* Microsoft Office 2019, 2022
* Microsoft Office 365 Platform
* Microsoft Windows Server 2019 and 2022
* Microsoft Exchange Server 2019
* Experience in setting up and supporting of mobile devices
* GCSEs in Maths and English or equivalent
The Benefits
* Hybrid working options for a better work-life balance
* 25 days annual leave plus bank holidays
* Ongoing learning and development opportunities
* Cycle to work scheme and technology vouchers
* Enhanced family leave
* Celebration day - an additional day off each year to celebrate an occasion important to you
* Salary sacrifice pension
* 2 paid volunteer days - We believe in the power of giving back to our communities and want to actively support employees efforts to make a positive impact
* Company social events and competitions
* Discount and Cashback Scheme
* Group Income Protection
* Life Insurance
* EAP and Virtual GP Service
Additional role information
* We are equal opportunities employers and value diversity. Please let us know if you require any reasonable adjustments at any point in the recruitment process.
* Seniority level
* Not Applicable
* Employment type
* Full-time
* Job function
* Information Technology
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