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For Companies At a Glance
- 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 proactive problem-solving and client satisfaction.
- 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 involved.
The predicted salary is between 30000 - 42000 £ 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
2nd Line Service Desk Engineer - MSP employer: Datcom
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 someone who understands the dynamics of working with multiple clients and can handle the fast-paced environment.
✨Tip Number 2
Familiarise yourself with the specific technologies mentioned in the job description, such as Microsoft 365, Azure, and VMware. Being able to discuss your hands-on experience with these tools will demonstrate your technical proficiency and readiness for the role.
✨Tip Number 3
Prepare to discuss your approach to client relations and how you’ve successfully managed support tickets in the past. Sharing specific examples of how you've built strong client relationships can set you apart from other candidates.
✨Tip Number 4
Show your proactive mindset by thinking of potential process improvements or best practices you could bring to the team. Presenting ideas during your interview can illustrate your commitment to continuous improvement and client satisfaction.
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 specific technical skills mentioned in the job description.
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.
Highlight Technical Skills: In your application, clearly list your technical skills related to the required tech stack, such as Windows Desktop support, Active Directory administration, and Microsoft 365. Use bullet points for clarity.
Show Enthusiasm for Continuous Improvement: Express your interest in identifying process improvements and contributing to best practices in client support. This aligns with the company's focus on continuous improvement and client satisfaction.
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 skills in Windows Desktop support, Active Directory, or 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, ensuring high levels of satisfaction.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities. Think about past experiences where you had to manage multiple support tickets or coordinate projects, and be ready to explain your thought process and actions taken.
✨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.
