Job Description
2nd Line Service Desk Engineer
At Air IT we believe its in everyone's interests to work flexibly. That's why we have introduced a 4 day week (compressed hours) or 9 day fortnight in addition to a standard 5 day 37.5 hour week. All three options are available to joiners at Air IT..
Were Air IT, an incredible MSP with the history and expertise to provide an amazing array of services and a bright future ahead of us.
Weve grown a lot since our beginning back in 2005. Were proud to have brought together nine leading companies as a family, with more on the horizon. Now, with an office presence across the UK, we are extremely honoured to have been recognised with a range of regional, national and industry awards for growth, innovation,dedicationand success throughout our journey.
Excited for our future, weve got a great mission and vision and a clearly defined strategy to empower our teams and make sure we can bring out the best in our people to provide unrivalled IT and Cyber Security support,solutionsand services to local SMEs, nationwide. And this is where you come in.
Were now looking for a 2nd Line Service Desk Engineer to join us, adding to our pool of knowledge and delivering great results for our clients.
The Role?
As a 2nd Line Service Desk Engineer, youll?be responsible for handling escalated incidents and supporting the?Technical?Team, ensuring client requests are handled quickly and efficiently.
Working as part of a team, youll swiftly take ownership of escalated incidents effectively prioritising tickets to ensure technical queries are resolved quickly and customers remain satisfied.
Specifically, you will:
Manage all escalated 1st line technical cases effectively,?ensuring?clients are kept?up to date?with progress.
Monitor the progress of any matters assigned to the?Technical?Team.
Monitor?clients IT systems via the monitoring software.
Escalate matters in a timely manner if it becomes necessary.
About You?
To join us as a?2nd Line Service Desk Engineer, you will need:
Previous experience?in?an?IT helpdesk support?role
Knowledge and experience of various IT systems
Experience?in?the following systems?and/or?applications:
Microsoft Windows Endpoints
Microsoft Office
Microsoft Office 365 Platform and related technologies
Microsoft Windows Server
Azure Active Directory (Azure AD joined/hybrid)
Networking (DHCP/DNS)
Firewalls (NAT)
Hyper-V/VMware Environments
Mobile Device Management (Intune/Endpoint Manager)
Excellent customer service skills
Relevant IT qualifications
GCSEs in?Maths and English or equivalent
UK driving license.
The Benefits
Attractive remuneration packages
Flexible, hybrid working
25 days annual leave + bank holidays with the option to buy and sell up to 5 days.
Private medical insurance or the option to buy into scheme.
Free flu jabs
Tiered pension
Perks including quarterly and annual staff awards, funded social events, referral bonuses.
Excellent learning and development opportunities
Green travel scheme
Technology vouchers
We are a team that radiates strength, constantly evolving ready for the next phase in our evolution. A big focus for us is growing together and we believe that fantastic opportunities for personal growth are key to this, offering job security, career progression, help and support. A sneak peek will show you that we also put an emphasis on the fun side of our business, celebrating the commitment and hard work our teams have put in.
So, if you have experience in an IT helpdesk support role and knowledge and experience of various IT systems, this is your chance to get on board with an ambitious and successful business as we push on making a big impact in our industry sector.
Other organisations may call this role2nd Line Support Engineer, 2nd Line ICT Engineer, 2nd Line Technical Support Engineer, 2nd Line IT Support Engineer, Network Support Engineer,orIT Support Technician.