Second Line Service Desk Engineer
Leading Plymouth MSP
£27,000 - £32,500 Depending on experience
Are you a highly skilled Second Line Service Desk Engineer looking for your next challenge in a dynamic and supportive environment? We're partnering with a rapidly growing and well-established IT Managed Service Provider (MSP) based in Plymouth to find a talented individual to join their bustling Service Desk team.
This is an exceptional opportunity to become a key player within a company that truly values its employees and provides outstanding IT services to a diverse range of clients.
About the Role:
Our client is seeking a proactive and solution-focused Second Line Service Desk Engineer to be a vital part of their busy team, handling over 2000 new support requests each month. You'll be on the front lines, resolving technical issues directly and acting as a crucial escalation point for First Line Engineers.
Beyond day-to-day support, you'll also dive into exciting project work, contributing to the specification and implementation of cutting-edge infrastructure and software solutions that directly impact their clients' business needs. This role offers a fantastic blend of support and project involvement, providing ample opportunities for growth and development.
This is primarily an office-based role in Plymouth, with occasional fieldwork required. If you thrive in a fast-paced environment, can collaborate effectively, and have a proven track record of achieving high results, we want to hear from you!
Key Responsibilities:
As a Second Line Service Desk Engineer, you'll be instrumental in:
* Providing expert Second Line technical assistance to a varied client base across different industries.
* Actively managing and monitoring the helpdesk, identifying and troubleshooting issues, and performing necessary repairs or upgrades.
* Acting as a crucial point of escalation for First Line Service Desk Engineers, fostering their understanding and development.
* Promptly escalating support issues to 3rd Line when required.
* Supporting field engineers with your knowledge and expertise, including providing on-site support as needed.
* Researching, scoping, and implementing a wide variety of IT projects.
* Monitoring security threats and vulnerabilities, implementing robust security measures, and ensuring compliance with data security regulations.
* Delivering exceptional customer service and fostering positive relationships with colleagues and clients alike.
* Engaging in continuous learning and assisting in the training of new team members.
What You'll Bring:
To be successful in this role, you'll need:
Required Experience:
* A minimum of 2 years of experience working on a support desk or in a similar IT role.
* Strong knowledge of Microsoft 365 (Email concepts, SharePoint, OneDrive, Azure AD).
* Good understanding of Networking concepts (LAN, WAN, VLAN, WIFI, IPSEC, VPN).
* Experience with onsite/offsite backup products and storage (including cloud storage).
* Knowledge and experience with Windows Servers (Active Directory, DHCP, DNS, GPOs, Print Management, AD Sync).
Desired Skills:
* Proven ability to work under pressure and effectively manage your time on a busy helpdesk.
* Prior experience working within a Managed Service Provider (MSP) environment is highly advantageous.
* A full driving licence is beneficial, though access to a vehicle isn't strictly required.
* Excellent customer service skills are paramount.
Qualifications:
* Technical qualifications such as CompTIA A+ would be beneficial but are not a strict requirement.
Salary & Benefits:
Our client offers a competitive salary and a fantastic benefits package, including:
* Salary: £27,000 - £32,500 DOE
* Annual Leave: 25 days, plus bank holidays, increasing by one day per year after five years of service.
* Pension & Life Insurance: Workplace pension and life insurance scheme.
* Healthcare: Enrolment into the company’s Vitality Healthcare Scheme.
* Volunteering Day: One fully paid day per year to volunteer for a charity or local cause of your choice.
* Social Events: Regular company social events.
Ready to Make Your Mark?
If you're a driven Second Line Service Desk Engineer looking for a rewarding role with a leading IT MSP in Plymouth, don't miss this opportunity! Apply today to take the next step in your IT career