Level 2 Service Desk Engineer

As a 2nd Line Support Engineer, your primary role entails addressing client support requests and conducting repairs within our service workshop. Collaborating within a team of five, you will manage incoming inquiries, prioritize tickets, and ensure timely issue resolution to maintain client satisfaction.

You will work alongside a full-time dispatcher to manage your workload efficiently, handling overflow calls as needed. Comprehensive training and industry certifications will be provided to support your professional development.

Effective communication is crucial, as you will update clients and internal systems on ticket progress and engage in outbound troubleshooting calls. Your responsibilities include managing tickets, monitoring task progress, conducting repairs on various IT equipment, overseeing client systems through remote monitoring tools, and escalating issues to Tier 3 engineers promptly when necessary. Additionally, you will maintain clients infrastructure and cloud services, including Microsoft 365.

REQUIREMENTS

To qualify as a 2nd Line Support Engineer, you should possess:

• Prior experience in IT helpdesk support/repair roles
• Proficiency in various IT systems and networking, including TCP/IP and DNS configuration
• Strong hardware and software troubleshooting skills
• Familiarity with PSA software (e.g., ConnectWise Manage), Microsoft Windows and Office suites, Windows Server, SynologyNAS Servers, SaaS/cloud services, and backup solutions
• Experience with mobile device setup and support
• Excellent customer service and communication skills
• GCSEs in Maths and English or equivalent qualifications
• Commitment to obtaining a full UK driving license

PREFERRED EXPERIENCE

Desirable qualifications and experiences include:

• Relevant IT certifications
• Knowledge of Microsoft Intune, RMM software (e.g., NinjaOne), and MDM software (e.g., Addigy)
• Proficiency in device imaging, deployment, Microsoft Azure, Dropbox Business, Malwarebytes, Cyber Essentials certification, password managers, MacOS, Linux, Ubiquiti and SOPHOS networking, and Cat 5e/Cat 6 cable installation
• Familiarity with security solutions such as EDR, MDR, XDR, and SIEM
• Possession of a UK driving license and access to a personal vehicle

BENEFITS

• Standard 21 days holiday plus bank holidays
• Free on-street parking
• Company-provided laptop and uniform
• Mileage allowance
• Training opportunities for industry certifications
• Convenient access to public transportation
• Pleasant work environment in an Oxfordshire village
• Additional holiday days (subject to workload)
• Involvement in a supportive and friendly team
• Annual salary and performance reviews