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.