Salary: £26,500
Job Type: Full time
Contract Type: Permanent
Location : Sheffield
Role Purpose
The Second Line Service Desk Engineer provides advanced technical support to Millgates managed service clients, acting as an escalation point for the 1st Line team. The role ensures incidents and service requests are resolved efficiently, accurately, and in line with Millgates approved technology stack and service standards.
Key Responsibilities
Technical Support & Escalation
Act as an escalation point for 1st Line Engineers, taking ownership of more complex issues.
Troubleshoot and resolve advanced incidents across Microsoft 365, Azure AD, NinjaOne, SentinelOne, Barracuda, networking technologies, virtualisation and Windows Server environments.
Deliver remote and on-site support where required.
Ensure all tickets are handled within agreed SLAs and communication standards.
Client Communication & Service Quality
Maintain proactive, clear, and professional communication with clients throughout the ticket lifecycle.
Set accurate expectations regarding next updates, ETAs and resolution steps.
Provide high-quality documentation for all project work completed.
Identify recurring issues and recommend permanent fixes.
Operational Excellence
Ensure all work is documented clearly in IT Glue, NinjaOne, or other internal systems.
Follow escalation paths appropriately.
Support the wider Service Desk during high workload or major incidents.
Contribute to internal knowledge base articles and SOP improvements.
Service Improvement & Collaboration
Provide feedback to the leadership team to drive continuous operational improvements.
Assist in mentoring and upskilling 1st Line Engineers.
Participate in project work, deployments, and optimisation activities.
Skills & Experience
Essential
Experience in a Second Line or advanced 1st Line role within an MSP or busy IT support environment.
Strong technical troubleshooting skills across Microsoft 365, Windows OS, and core infrastructure technologies.
Experience with RMM/EDR tools
Strong understanding of networking fundamentals (DNS, DHCP, VLANs).
Ability to manage workload, handle escalations, and meet SLAs.
Excellent written and verbal communication skills.
Key Behaviours
Ownership: Takes responsibility for issues through to resolution.
Accuracy: Produces thorough documentation and clear client updates.
Teamwork: Supports colleagues and contributes to a positive team culture.
Adaptability: Thrives in a fast-paced MSP environment.
Customer Focus: Ensures every interaction enhances the client experience.
REF-227 401
TPBN1_UKTJ