Onsite 2nd line Engineer

As a 2nd Line Service Desk Engineer, you will play a key leadership role within our Service Desk reporting to the virtual service desk manager, working closely with 1st to 3rd Line Engineers to deliver exceptional service and technical support to our customers. You will take ownership of incident resolution, ensure high-quality service delivery.

Our vision is to build and nurture a team of ambitious, disciplined, and inspiring professionals who are dedicated to excellence and share in the company's continuing success.

Core Responsibilities

• Operational Leadership:

Manage and prioritise incoming support tickets, ensuring efficient resolution and adherence to SLAs.

• Technical Escalation Management:

Act as an escalation point for complex technical issues, providing guidance and mentorship to 1st Line engineers and collaborating effectively with 3rd Line and project teams.

• Service Quality & Documentation:

Ensure all incidents, requests, and resolutions are accurately documented, with detailed ticket notes and clear communication logs.

• Customer Communication:

Build strong, trust-based relationships with customers through professional, proactive, and transparent communication.

• Continuous Improvement:

Identify recurring issues and propose long-term solutions, process improvements, and documentation updates to enhance operational efficiency.

• Team Collaboration & Mentorship:

Support and guide junior members of the Service Desk team, promoting a culture of accountability, learning, and continuous improvement.

Do you have experience in VoIP?, * Calm, confident, and reassuring presence under pressure

• Excellent interpersonal and communication skills, with the ability to manage client expectations effectively

• Strong sense of ownership and accountability for service delivery and team success

• Natural leader who motivates others through example and reinforces company ethos and best practices

• Highly organised, with strong prioritisation and time-management skills

• Self-motivated, disciplined, and proactive in problem-solving and professional development

• Passionate about technology and helping clients leverage IT to achieve business goals

Technical Skills & Experience

• 3+ years' experience in a Managed Service Provider (MSP) environment

• Proficiency in Microsoft 365, Intune, Sharepoint, Purview administration and implementation

• Strong working knowledge of Windows 11.

• Experienced in Active Directory, Exchange administration, DNS, Group Policy, and domain controllers

• Strong understanding of Sharepoint permissions, share permissions, and networked file systems

• Experience managing backups and recovery solutions

• Sound knowledge of networking technologies - routers, switches, firewalls, VPNs, and wireless infrastructure

• Familiarity with VoIP systems and troubleshooting

• Excellent documentation skills and ability to communicate complex technical issues in plain language

• Knowledge of Yealink AV equipment

A positive and enthusiastic approach!