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- Tasks: Provide 2nd line support, troubleshoot devices, and manage customer queries in a fast-paced environment.
- Company: Join Academia, a rapidly growing tech company transforming IT services for public and private sectors.
- Benefits: Enjoy flexible working hours, gym contributions, health plans, and extra annual leave.
- Why this job: Be part of a supportive team with ambitious growth plans and a commitment to innovation.
- Qualifications: Experience with M365, Wi-Fi technologies, and strong communication skills are essential.
- Other info: Immediate start available; DBS check required.
The predicted salary is between 30000 - 42000 £ per year.
As a result of rapid growth plans, a fantastic opportunity has arisen for a 2nd Line Service Desk Support Engineer to join our team of dedicated technical experts, reporting to the Service Desk Manager. This is the ideal role if you are looking to join a successful and growing organisation that can offer you long term career development within a well-established and growing technical team.
This is a full time, permanent role, offering an immediate start for a Service Desk Support Engineer who enjoys working within a busy and fast paced technical environment. This role has been created to support the rapid expansion of the company and would suit a highly competent individual with strong and effective communication skills. The successful candidate will be required to complete a satisfactory DBS check.
You will be responsible for:
- Responding to and resolving technical queries from end users and VIPs via an ITSM tool
- MDM administration
- Device troubleshooting
- Ensuring Customer documentation is kept up to date
- Working with the team to identify and implement changes to Customer environments
- Providing the highest level of Customer service
- Equipment request handling, device configuration and asset management
- Incoming call handling
- Management of Customer Endpoint protection
- Assist Senior Engineers in implementing best practices across systems
- Dealing with escalations and BAU
- Reporting to Line Manager
- Customer site visits where required
Key Skills:
- Experience in administrating M365 including; Intune, Autopilot, Teams management, Exchange management, SharePoint
- Experience working Wi-Fi Technologies e.g Cisco, Meraki
- Experience administrating Active Directory tasks
- Strong people skills and the ability to communicate professionally
- Understanding of networking fundamentals TCP/IP, DNS, DHCP
- Able to use own initiative and follow instruction when directed
- Ability to learn new skills and adapt to new environments
- Extensive experience of troubleshooting a range of devices
- Ability to create detailed and accessible documentation
- Can multi-task and pro-actively manage various issues and conflicting priorities
- Have strong and effective written and verbal communication skills
In addition, the ideal candidate would also have experience in the following areas, however this is not essential:
- MDM (Mobile Device Management)
- Experience in supporting Apple MacOS / iOS and MS Windows
- Familiarity with an ITSM tool
- Phone Management
- Jamf 100/200
- MS-900
Academia is an innovative and rapidly expanding technology company on a mission to transform IT services for large public and private sector customers. We are not just a supplier; we are a trusted partner for thousands of clients. Our ethos is simple, if we can provide great technology and make it work, we will empower our customers to optimise their investment in technology. Your IT success is our business.
Building a strong reputation over 20 years as a top-tier provider of IT solutions and services, the company has sustained double-digit growth, with revenues exceeding £150 million in FY24. We have picked up prestigious industry awards along the way, including the highly prized CRN reseller of the year award.
Backed by Strive Capital, which has provided strong financial and strategic support since 2020, Academia is well-equipped to continue expanding into new areas. Our dedicated lifecycle division, launched to meet the growing demand for sustainable IT solutions, reinforces our commitment to reducing environmental impact while supporting the full lifecycle of our technology.
Our culture is built on teamwork, innovation, integrity, ambition, and a commitment to delivering excellent customer service. With ambitious growth plans and a supportive, collaborative environment, Academia is a fantastic place for professionals eager to make an impact. Join us and become part of one of the UK’s most exciting tech success stories.
Benefits include:
- Gym membership contribution
- Health Cash Plan
- Increased annual leave with length of service
- Free annual leave on your birthday
- Length of service bonus
- Flexible working hours
- Hybrid working
- Free Will Writing service
- Borrow my doggie membership
- Life Insurance
- Wellbeing Day
- Enhanced Careers Leave
- Monthly full company gatherings
- And much more!
2nd Line Service Desk Support Engineer employer: Academia the Technology Group
Contact Detail:
Academia the Technology Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Service Desk Support Engineer
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as M365, Intune, and Wi-Fi technologies like Cisco and Meraki. Having a solid understanding of these tools will not only boost your confidence but also demonstrate your commitment to the role.
✨Tip Number 2
Brush up on your troubleshooting skills, especially for devices running Apple MacOS/iOS and MS Windows. Being able to showcase your problem-solving abilities during the interview can set you apart from other candidates.
✨Tip Number 3
Prepare to discuss your experience with customer service and communication. Since this role involves dealing with end users and VIPs, demonstrating your ability to communicate effectively and handle escalations will be crucial.
✨Tip Number 4
Research Academia's company culture and values. Understanding their commitment to teamwork, innovation, and customer service will help you align your responses during the interview, showing that you're a great fit for their team.
We think you need these skills to ace 2nd Line Service Desk Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience, especially in M365 administration, device troubleshooting, and customer service. Use keywords from the job description to demonstrate your fit for the role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your communication skills and enthusiasm for the role. Mention specific experiences that align with the responsibilities listed, such as handling escalations or working with ITSM tools.
Showcase Technical Skills: In your application, emphasise your technical skills related to Wi-Fi technologies, Active Directory, and troubleshooting various devices. Provide examples of how you've successfully resolved technical issues in the past.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which is crucial for this role.
How to prepare for a job interview at Academia the Technology Group
✨Showcase Your Technical Skills
Make sure to highlight your experience with M365, Intune, and other relevant technologies during the interview. Be prepared to discuss specific examples of how you've used these tools to resolve issues or improve processes.
✨Demonstrate Strong Communication Abilities
Since this role requires effective communication with end users and VIPs, practice articulating your thoughts clearly. Use examples from your past experiences where you successfully communicated technical information to non-technical individuals.
✨Prepare for Troubleshooting Scenarios
Expect to be asked about troubleshooting methods and scenarios. Brush up on common issues related to device management and networking fundamentals, and be ready to explain your thought process in resolving these problems.
✨Emphasise Team Collaboration
Academia values teamwork, so be sure to share experiences where you worked effectively within a team. Discuss how you contributed to group projects or supported colleagues in achieving common goals.
