Job Description

Job Summary

We are seeking a skilled and motivated 2nd Line Service Desk Engineer to join our team. As a 2nd Line Service Desk Engineer, you will provide day-to-day support and troubleshooting of issues escalated from 1st Line, as well as ad-hoc and pre-planned on-site call outs and project work, from our offices located in Borough Green, Sevenoaks.

Responsibilities

Work as part of a team to provide technical support for customers' existing hardware and/or software installations and resolve as soon as reasonably possible using the resources available to you. Answer customer phone calls and log support tickets when other resources are busy. Respond to alerts from our various monitoring systems to provide proactive maintenance and support. Support and mentor the 1st Line Engineers with ticket escalations and queries. Create and maintain detailed documentation of client environments and processes. Provide on-site support to customers when required. Installation and maintenance of new equipment & devices at a client site when required. Work on projects such as infrastructure refreshes, disaster recovery, infrastructure migration and virtualisation etc. both remotely and onsite.

Skills & Requirements

Excellent understanding of Windows Desktop & Server environments. Proven knowledge of Microsoft 365 & Entra ID. Previous exposure to Intune managed devices. Proven understanding of networking concepts such as DNS, DHCP etc. Proven understanding of networking hardware such as routers, switches, firewalls and APs etc. Good understanding of mobile device troubleshooting (iPhone & Android). Familiar with concepts such as RMM, NGAV, MDR & Email Security platforms. Excellent phone manner and customer service attitude. As well as the ability to describe and demonstrate complex issues in a way customers will understand. Excellent written & spoken English. A full, clean UK Driving License. Ability to travel to client's sites as and when required. Have a minimum of 18 months' experience within an MSP environment.

Desired Qualifications

At Kratos IT we don't require any formal I.T qualifications for any technical role. It's the quality of your work and experience that matters here. But having them is a good way of showing what you've achieved prior to joining us.

Other Information

Kratos IT offer a competitive salary as well as taking pride in having an employee focused work environment. As part of keeping our customers happy, as well as our staff, we very rarely take on work outside of South-East London and Kent, to ensure the best balance of responsiveness to our customers and a healthy work/life balance for our employees.

We will always ensure our staff play key roles in our ongoing expansion as we build Kratos IT into the best IT provider in the South-East. Such that there will be plenty of opportunities to progress your career within the company.

No candidate will meet every single desired qualification or skill requirement. If your experience looks a little different from what we've identified, and you think you can bring value to the role we'd love to learn more about you!

If you are a dedicated professional with a passion for technology and providing exceptional customer service, we would love to hear from you. Apply now to join our dynamic team as a 2nd Line Service Desk Engineer.

Other organisations may call this role: 2nd Line Support Engineer, Escalations Engineer, Network Engineer, 2nd Line IT Engineer, or IT Support Analyst.

Job Types: Full-time, Permanent

Pay: 30,000.00-34,000.00 per year

Benefits:

Company events Company pension Private dental insurance Private medical insurance
Schedule:

Monday to Friday
Application question(s):

What is your current notice period (in weeks)? Are you willing to complete ad-hoc and pre-planned visits to client's sites/offices?
Licence/Certification:

Full UK Driving Licence (required)
Work Location: In person