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For Companies At a Glance
- Tasks: Provide top-notch support to clients and manage support tickets in a dynamic environment.
- Company: Join a growing MSP team based in Lincoln, dedicated to delivering exceptional client service.
- Benefits: Enjoy flexible working options, including traditional office or hybrid models.
- Why this job: Be part of a proactive 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 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 Microsoft certifications during any conversations or interviews. These qualifications are crucial for the role, and demonstrating your up-to-date knowledge can set you apart from other candidates.
✨Tip Number 2
Familiarise yourself with the specific tech stack mentioned in the job description. Being able to discuss your hands-on experience with tools like Microsoft 365, Azure, and VMware will show that you're well-prepared for the challenges of the role.
✨Tip Number 3
Prepare examples of how you've successfully managed client relationships in previous roles. This will demonstrate your proactive approach and excellent customer service skills, which are essential for this position.
✨Tip Number 4
Be ready to discuss your experience with process improvements and best practices in client support. Sharing specific instances where you've contributed to enhancing client satisfaction can make a strong impression on the hiring team.
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 contributing to process improvements and best practices in client support. Provide examples of how you've identified opportunities for improvement in previous roles.
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 in the past and how you handled any complaints or difficult situations effectively.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities. Think about common issues you might encounter in a 2nd Line Service Desk role and prepare to explain how you would approach resolving them, particularly in a fast-paced environment.
✨Discuss Continuous Improvement Ideas
The role requires a proactive approach to identifying process improvements. Come prepared with ideas on how you could enhance client support operations or improve the overall client experience based on your previous experiences.
