Job Description

Location:

Kirkby-In-Ashfield

Please note that though this is a hybrid role, a minimum of three days per week in the office are required. On-Site work will be required as a part of this role.

Reports to:

Service Desk Manager

We are looking for a highly motivated and skilled Second Line Service Desk Engineer to join our growing team. As a key member of our support team, you will provide expert-level technical assistance to our clients by resolving complex IT issues, managing escalated service requests, and ensuring that systems and services run smoothly. You will play a pivotal role in maintaining our clients' IT environments, working closely with clients and internal teams to deliver excellent IT support.

Key Responsibilities:

Respond to and resolve technical incidents and service requests escalated from the First Line Service Desk, providing a higher level of technical expertise. Diagnose and troubleshoot complex hardware, software, networking, and application issues for a diverse range of clients, including multiple industries and IT environments. Provide technical support across a variety of platforms and services, including cloud solutions (Office 365, Azure), virtual environments, networking, and on-premise IT infrastructure. Perform root cause analysis on recurring issues and implement permanent solutions to improve service quality. Effectively communicate with clients to understand their issues, provide regular updates, and ensure a high level of customer satisfaction throughout the resolution process. Use service management tools to log, track, and prioritize incidents and service requests, ensuring accurate documentation. Collaborate with the Third Line Support team and other internal departments to resolve advanced technical issues and implement IT solutions. Perform system maintenance tasks, software updates, patches, and upgrades as part of ongoing client support and proactive services. Contribute to the development and maintenance of a knowledge base, ensuring documentation for common issues and solutions is up-to-date. Assist in the onboarding of new clients, helping to set up their IT environments and systems as part of the service transition process. Provide coaching and mentoring to First Line Engineers, helping them develop their technical skills and customer service capabilities. Support clients with IT security initiatives, ensuring compliance with industry standards and best practices. Collaborate with the Head of Technical Services & Project Team to carry out a wide range of client projects, from simple hardware refreshes, to full scale managed infrastructure.

Skills & Qualifications:

Proven experience in a Second Line Service Desk role or IT support role within an MSP environment. Excellent technical knowledge across a variety of technologies, including: Microsoft Office 365, Exchange, and Active Directory. Networking (TCP/IP, DNS, DHCP, VPN, VLANs). Virtualization (VMware, Hyper-V). Cloud platforms (Azure, AWS, Google Cloud). IT security (firewalls, antivirus, endpoint protection). Excellent troubleshooting skills and experience managing multiple, complex IT incidents simultaneously. Strong communication skills, both written and verbal, with the ability to interact with clients and explain technical issues in a clear, non-technical way. ITIL Foundation certification (v3/v4) or similar IT service management framework knowledge is highly desirable. Experience with backup solutions, disaster recovery, and business continuity planning is a plus. A customer-focused mindset and a commitment to delivering high-quality IT services.

Desireable Attributes:

Ability to work independently, manage multiple tasks, and prioritize effectively in a fast-paced MSP environment. Problem-solving mindset with a proactive approach to identifying and resolving IT issues before they affect clients. Strong organizational and time management skills. Desire to continuously develop technical expertise and stay up-to-date with emerging IT trends.
Job Type: Full-time

Pay: 28,000.00-32,000.00 per year

Benefits:

Additional leave Company events Company pension Employee discount Free parking Health & wellbeing programme On-site parking Sick pay Work from home
Schedule:

Monday to Friday
Licence/Certification:

Drivers License (required)
Work Location: In person

Reference ID: arcsusl2