Service Desk Engineer (2nd Line)
Service Desk Engineer - 2nd Line - Milton Keynes Position Overview We are looking for a Service Desk Engineer to join us in Milton Keynes. This is a great role for someone who is confident operating at 2nd line level, who wants to have the opportunity to develop into a 3rd line position (and beyond!) On top of a varied client base, we offer a structured and clear progression pathway supported by learning and exam support in skill areas such as Microsoft or VMWare. Whether through self-paced online courses or provider-led training sessions, we ensure that all employees have access to valuable learning and progression opportunities. Salary & Benefits The budgeted salary for this role is between £30,000 - £35,000 pear year depending on experience, plus our benefits . Hybrid working We recognise the benefits that remote and flexible working brings, and operate a hybrid policy that balances time in the office with time at home. The successful candidate will be required to work in our Milton Keynes office for 5 days a week for the first 6-8 weeks of employment to ensure they are given the right support at the start of the role. This can be subject to change depending on the needs of the business and the individual. Thereafter, the current hybrid policy would apply which 2 days per week in the office. If you have any questions about this at application stage, please ask our recruitment team. Responsibilities This is a diverse technical support position where you will be empowered to provide technical support to a wide range of clients. Some of your day-to-day activities will include:
- Providing software, hardware and network support to multiple customers
- Performing diagnoses and guide users through step-by-step solutions
- Working with both technical and non-technical audiences on reaching swift and effective solutions
- Facilitating one-to-one end user training, as required
- Ensuring technical documentation is maintained
- Escalating technical issues to 3rd line level, as required
- Striving to maintain high levels of customer satisfaction and support
- Professional experience of operating at 2nd line IT support level
- Experience of supporting SME organisations in an IT support capacity, ideally in a managed services setting
- Familiarity with working in in SLA-driven environment to meet customer and contract expectations
- Microsoft Office and 365 (inclusive of Azure, Intune, SharePoint)
- Exchange technologies (Outlook)
- Active Directory
- Firewalls, Router & VPN technologies (Sonicwall)
- Server infrastructure experience
- Hypervisor experience (inclusive of ESXi and HyperV)