2nd Line Services Desk Engineer – MSP
Location:
Grantham (Hybrid – Mon & Fri in-office)
Travel:
To client sites as required
Contract:
Full-time
We are recruiting for an experienced
2nd Line Engineer
to join our growing team at our
North East Hub
. With a rapidly expanding client portfolio, this is an exciting opportunity to play a key role in delivering high-quality IT support and solutions within a fast-paced, client-focused
MSP environment
.
You'll work as part of a supportive team, providing technical support, building trusted client relationships, and assisting with projects, service improvements, and account management activities.
What you'll be doing
Client Support & Service Delivery
* Provide
remote and onsite support
to Datcom clients with exceptional customer service.
* Act as the main point of contact for clients, managing and resolving tickets promptly.
* Ensure
incoming calls and assigned tickets
are answered and responded to in line with SLAs.
* Adhere to deadlines and agreed timescales while prioritising SLAs to ensure they are never broken.
* Follow escalation procedures for service desk tickets, moving them on accordingly.
* Provide feedback reports to clients as required.
Incident, Service & Problem Management
* Log, categorise, and prioritise tickets accurately.
* Escalate issues promptly to the next level where required.
* Ensure incidents or problems are resolved or escalated to the client's expectations.
* Identify repeat issues, tag them, and drive permanent solutions.
Documentation & Continuous Improvement
* Maintain accurate client interaction and support records.
* Ensure the service desk database (CIs) is always up to date, with no missing fields and linked to relevant tickets.
* Create and attach knowledge base (KB) articles to tickets.
* Suggest and raise improvement tickets to enhance efficiency and client experience.
* Contribute ideas to improve
pod operations
and service desk processes.
Standards & Compliance
* Understand and follow all Datcom policies and procedures.
* Demonstrate knowledge of ISO documentation and compliance.
* Keep timesheets accurate and up to date.
Development & Extended Hours Support
* Maintain and develop technical ability through ongoing training, certifications, and professional development.
* Provide cover for Datcom's extended hours support (EHS) clients on a rota basis.
What we're looking for
* Experience:
At least 5 years' hands-on IT support (ideally within an MSP).
* Qualifications:
Up-to-date Microsoft certifications.
* Driver:
Full UK driving licence and access to own vehicle.
* Technical skills in:
* Windows Desktop & Server support/maintenance
* Active Directory & Group Policy administration
* Microsoft 365 & Microsoft Azure support/maintenance
* Microsoft Endpoint Manager
* VMware vSphere & Horizon
* Network support (routers, switches, firewalls, devices)
* End-user application support
* PowerShell scripting
Skills & Attributes
* Skills required will be determined by the
Datcom skills matrix
, which is reviewed annually. Service desk pod members should aim to achieve updated skills within
6 months
.
* Strong problem-solving skills.
* Clear, confident, and polite telephone manner.
* Exceptional customer service skills.
* Excellent spelling and grammar.
* Exemplary interpersonal skills.
* First-rate work ethic.
* Excellent organisational skills, with the ability to manage and prioritise workload effectively.
* Ability to work and communicate effectively in a busy, close-knit team.
* Clean full UK manual driving licence.
What we offer
* Hybrid working – Grantham Hub (Mon & Fri office-based)
* A varied workload with exposure to multiple clients and technologies
* Involvement in both technical support and client-facing activities
* The chance to shape processes and contribute to the growth of a dynamic MSP