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- Tasks: Provide top-notch support to clients and manage support tickets in a fast-paced environment.
- Company: Join a growing team with an expanding client portfolio based in Grantham, Lincolnshire.
- Benefits: Enjoy flexible working options, including traditional office or hybrid models.
- Why this job: Be part of a dynamic team focused on client satisfaction and continuous improvement.
- Qualifications: Must have Microsoft certifications and experience with Windows, Active Directory, and network support.
- Other info: Travel to customer sites may be required, and you'll be part of an extended hours support rota.
The predicted salary is between 28800 - 43200 £ per year.
We are currently recruiting for an experienced 2nd Line Service Desk Engineer, who has up-to-date Microsoft certifications and has MSP experience to join our growing team. With an expanding client portfolio, you will be part of a team providing high-quality support to multiple clients within a designated team in a fast-paced environment. This role also assists the account management team with account meetings, projects, complaints, sales and other related tasks. The role requires a proactive approach and excellent customer service.
This role is available in traditional office-based or hybrid models working from our base in Grantham, Lincolnshire. We will require you to travel to customer sites as needed and be available for our extended hours support rota.
The role involves:
- Client support: Serve as the main point of contact for clients, managing and resolving support tickets and queries promptly.
- Client relations: Build and maintain strong relationships with clients to ensure high levels of client satisfaction and retention. Assist with client meetings onsite and remote, project coordination and implementation, complaint handling and supporting relationships.
- Documentation: Maintain accurate records for client interactions, support tickets and resolutions. Provide regular reports on client support activities.
- Continuous improvement: Identify opportunities for process improvements and contribute to the development of best practices in client support.
- Pod development: Present ideas to develop pod operations with the view of improving client experience.
- Scheduling: Ensure the scheduling queue is checked daily and actioned and the installation manuals and tech specs are added to the installation tickets.
To be considered for this role, you must have experience with the following tech stack:
- Have a full UK licence and own vehicle
- Up to date Microsoft certifications
- Windows Desktop support, Server support and maintenance
- Active Directory administration
- Group policy administration
- Microsoft 365 and Microsoft Azure support and maintenance
- Microsoft Endpoint Manager
- VMware vSphere and Horizon
- Network support on routers, switches, firewalls and other networked devices
- Software support for end-user applications
- PowerShell
2nd Line Service Desk Engineer employer: Datcom
Contact Detail:
Datcom Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Service Desk Engineer
✨Tip Number 1
Make sure to brush up on your Microsoft certifications and be ready to discuss them in detail. Highlight any recent projects or experiences where you've applied your knowledge, as this will show your commitment to staying current in the field.
✨Tip Number 2
Familiarise yourself with the specific tech stack mentioned in the job description. Be prepared to share examples of how you've used tools like Active Directory, Microsoft 365, and VMware in previous roles, as this will demonstrate your hands-on experience.
✨Tip Number 3
Since client relations are key in this role, think of ways you can showcase your customer service skills. Prepare anecdotes that illustrate how you've successfully managed client expectations or resolved conflicts in the past.
✨Tip Number 4
Consider how you can contribute to continuous improvement within the team. Come up with a few ideas or best practices that you've implemented in previous positions that could enhance client support and be ready to discuss them during your interview.
We think you need these skills to ace 2nd Line Service Desk Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your relevant experience as a 2nd Line Service Desk Engineer. Focus on your Microsoft certifications, MSP experience, and any specific technologies mentioned in the job description, such as Active Directory and Microsoft 365.
Craft a Compelling Cover Letter: Write a cover letter that showcases your proactive approach and excellent customer service skills. Mention specific examples of how you've built strong client relationships and resolved support tickets effectively in previous roles.
Highlight Technical Skills: In your application, clearly list your technical skills related to the required tech stack. Emphasise your experience with Windows Desktop support, VMware, and network support, as well as your proficiency in PowerShell.
Show Enthusiasm for Continuous Improvement: Demonstrate your commitment to continuous improvement by mentioning any past experiences where you identified process improvements or contributed to best practices in client support. This will align with the company's focus on enhancing client experience.
How to prepare for a job interview at Datcom
✨Showcase Your Technical Skills
Make sure to highlight your up-to-date Microsoft certifications and relevant technical experience during the interview. Be prepared to discuss specific scenarios where you've successfully resolved issues using your knowledge of Windows Desktop support, Active Directory, and Microsoft 365.
✨Demonstrate Customer Service Excellence
Since this role involves client interaction, it's crucial to showcase your customer service skills. Share examples of how you've built strong relationships with clients and handled complaints effectively in previous roles.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities. Think about past experiences where you identified process improvements or contributed to best practices in client support, and be ready to discuss these in detail.
✨Understand the Company Culture
Research the company’s values and culture before the interview. Being familiar with their approach to client support and team collaboration will help you align your answers with what they are looking for in a candidate.
