Overview
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 since our beginning in 2005 and now operate with an office presence across the UK. We have been recognised with regional, national and industry awards for growth, innovation, dedication and success. Our mission and vision focus on empowering our teams to bring out the best in our people and to provide unrivalled IT and Cyber Security support, solutions and services to local SMEs and nationwide. We’re 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.
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 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 mobile devices.
* Excellent customer service skills.
* Relevant IT qualifications.
* GCSEs in Maths and English or equivalent.
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