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For Companies At a Glance
- Tasks: Handle escalated service requests and support the Technical Team efficiently.
- Company: Join Air IT, a rapidly growing MSP recognized for innovation and success since 2005.
- Benefits: Enjoy hybrid work, 25 days leave, ongoing learning, and fun company events.
- Why this job: Be part of a dynamic team focused on personal growth and making an industry impact.
- Qualifications: Previous IT helpdesk experience and knowledge of various IT systems required.
- Other info: We celebrate diversity and are committed to equal opportunities for all applicants.
The predicted salary is between 30000 - 42000 £ per year.
We’re Air IT, an incredible MSP with the history and expertise to provide an amazing array of services and a bright future ahead of us.
We’ve grown a lot since our beginning back in 2005. We’re proud to have brought together nine leading companies as a family, with more on the horizon. Now, with an office presence across the UK, we are extremely honoured to have been recognised with a range of regional, national and industry awards for growth, innovation, dedication and success throughout our journey.
Excited for our future, we’ve got a great mission and vision and a clearly defined strategy to empower our teams and make sure we can bring out the best in our people to provide unrivalled IT and Cyber Security support, solutions and services to local SMEs, nationwide. And this is where you come in.
We’re now looking for a 2nd Line Service Desk Engineer to join us, adding to our pool of knowledge and delivering great results for our clients.
The Role
As a 2nd Line Service Desk Engineer, you’ll be responsible for handling escalated service requests and supporting the Technical Team, ensuring client requests are handled quickly and efficiently.
Working as part of a team of seven, you’ll swiftly handle incoming calls to the Service Desk, effectively prioritising tickets to ensure technical queries are resolved quickly and customers remain satisfied.
Specifically, you will:
- Manage all technical cases effectively, ensuring clients are kept up-to-date with progress
- Monitor the progress of any matters assigned to the Technical Team
- Monitor clients’ IT systems via the monitoring software
- Escalate matters in a timely manner if it becomes necessary
About You
To join us as a 2nd Line Service Desk Engineer, you will need:
- Previous experience in an IT helpdesk support role
- Knowledge and experience of various IT systems
- Experience in the following systems and/or applications:
- Microsoft 10/11
- Microsoft Office 2019, 2022
- Microsoft Office 365 Platform
- Microsoft Windows Server 2019 and 2022
- Microsoft Exchange Server 2019
- Experience in setting up and supporting of mobile devices
- GCSEs in Maths and English or equivalent
We are a team that radiates strength, constantly evolving ready for the next phase in our evolution. A big focus for us is growing together and we believe that fantastic opportunities for personal growth are key to this, offering job security, career progression, help and support. A sneak peek will show you that we also put an emphasis on the fun side of our business, celebrating the commitment and hard work our teams have put in.
So, if you have experience in an IT helpdesk support role and knowledge and experience of various IT systems, this is your chance to get on board with an ambitious and successful business as we push on making a big impact in our industry sector.
Other organisations may call this role 2nd Line Support Engineer, 2nd Line ICT Engineer, 2nd Line Technical Support Engineer, 2nd Line IT Support Engineer, Network Support Engineer, or IT Support Technician.
The Benefits:
- Hybrid working options for a better work-life balance
- 25 days annual leave plus bank holidays
- Ongoing learning and development opportunities
- Cycle to work scheme and technology vouchers
- Enhanced family leave
- Celebration day – an additional day off each year to celebrate an occasion important to you
- Salary sacrifice pension
- 2 paid volunteer days – We believe in the power of giving back to our communities and want to actively support employees efforts to make a positive impact
- Company social events and competitions
- Discount and Cashback Scheme
- Group Income Protection
- Life Insurance
- EAP and Virtual GP Service
Ready to soar with Air IT? Apply now and be part of something extraordinary!
Air IT are equal opportunities employers, who value diversity and are strongly committed to providing equal employment opportunities for all and so please let us know if you require any reasonable adjustments at any point in the recruitment process. We believe this is the only acceptable way to conduct business and the more inclusive our environments are, the better our work will be.
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2nd Line Service Desk Engineer employer: Air IT Limited
Contact Detail:
Air IT Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Service Desk Engineer
✨Tip Number 1
Familiarize yourself with the specific IT systems mentioned in the job description, such as Microsoft 10/11 and Microsoft Office 365. Having hands-on experience or relevant certifications can set you apart from other candidates.
✨Tip Number 2
Highlight your previous experience in IT helpdesk support roles during the interview. Be prepared to discuss specific scenarios where you effectively managed technical cases and resolved client issues quickly.
✨Tip Number 3
Demonstrate your ability to work well in a team environment. Share examples of how you've collaborated with colleagues to prioritize and resolve service requests efficiently, as teamwork is crucial for this role.
✨Tip Number 4
Show your enthusiasm for personal growth and development. Air IT values ongoing learning, so express your eagerness to take advantage of their training opportunities and how you plan to contribute to the team's success.
We think you need these skills to ace 2nd Line Service Desk Engineer
Some tips for your application 🫡
Understand the Role: Make sure you fully understand the responsibilities of a 2nd Line Service Desk Engineer. Highlight your relevant experience in IT helpdesk support and familiarity with the required systems in your application.
Tailor Your CV: Customize your CV to reflect your experience with Microsoft systems, IT support roles, and any specific technologies mentioned in the job description. Use keywords from the job listing to make your application stand out.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for IT support and your ability to handle escalated service requests. Mention how your previous experiences align with Air IT's mission and values.
Proofread Your Application: Before submitting, carefully proofread your application materials for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for a technical support role.
How to prepare for a job interview at Air IT Limited
✨Show Your Technical Knowledge
Be prepared to discuss your experience with various IT systems, especially Microsoft 10/11, Office 365, and Windows Server. Highlight specific examples of how you've resolved technical issues in previous roles.
✨Demonstrate Problem-Solving Skills
During the interview, be ready to walk through your thought process when handling escalated service requests. Employers want to see how you prioritize tasks and ensure client satisfaction.
✨Emphasize Team Collaboration
Since you'll be working as part of a team, share examples of how you've successfully collaborated with colleagues in past positions. Discuss how you communicate effectively and support each other in resolving technical queries.
✨Express Enthusiasm for Growth
Air IT values personal growth and development. Share your career aspirations and how you see yourself evolving within the company. Show that you're excited about the opportunity to contribute to their mission and vision.
