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- Tasks: Provide top-notch support to clients and manage support tickets in a fast-paced environment.
- Company: Join a growing MSP team based in Lincoln, dedicated to high-quality client service.
- Benefits: Enjoy flexible working options, including traditional office or hybrid models.
- Why this job: Be part of a dynamic team that values client relationships and continuous improvement.
- Qualifications: Must have Microsoft certifications and experience with Windows, Azure, and networking.
- Other info: Travel to client sites may be required; extended hours support rota applies.
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, based in Lincoln. 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
Contact Detail:
Datcom Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Service Desk Engineer - MSP
✨Tip Number 1
Make sure to highlight your MSP experience during any conversations or interviews. This is crucial as the role specifically requires familiarity with managed service providers, so be ready to discuss your previous roles and how they relate to this position.
✨Tip Number 2
Brush up on your Microsoft certifications and be prepared to discuss them in detail. Since the job requires up-to-date certifications, demonstrating your knowledge and how you've applied it in real-world scenarios can set you apart from other candidates.
✨Tip Number 3
Showcase your customer service skills by preparing examples of how you've successfully handled client interactions in the past. This role emphasises building strong client relationships, so having specific anecdotes ready will help illustrate your capabilities.
✨Tip Number 4
Familiarise yourself with the tech stack mentioned in the job description. Being able to speak confidently about your experience with tools like Microsoft 365, Azure, and VMware will demonstrate your technical proficiency and readiness for the role.
We think you need these skills to ace 2nd Line Service Desk Engineer - MSP
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 well with the company's focus on enhancing client experience.
How to prepare for a job interview at Datcom
✨Showcase Your Technical Skills
Be prepared to discuss your experience with the specific tech stack mentioned in the job description. Highlight your knowledge of Microsoft certifications, Windows Desktop support, and any relevant projects you've worked on that demonstrate your expertise.
✨Demonstrate Customer Service Excellence
Since this role involves client support, be ready to share examples of how you've successfully managed client relationships in the past. Discuss how you resolved issues and maintained high levels of client satisfaction.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills in real-world scenarios. Think about situations where you've had to troubleshoot technical issues or handle client complaints, and be ready to explain your thought process and actions.
✨Emphasise Continuous Improvement Mindset
The role requires a proactive approach to identifying process improvements. Be prepared to discuss any ideas you have for enhancing client support operations or best practices you've implemented in previous roles.
