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- Tasks: Resolve complex technical issues and mentor peers in a dynamic Service Desk team.
- Company: Join Air IT, a forward-thinking company focused on exceptional client support and innovative solutions.
- Benefits: Enjoy a collaborative environment, professional growth opportunities, and flexible working arrangements.
- Why this job: Make a real impact while building strong client relationships and enhancing your technical skills.
- Qualifications: Experience as a Service Desk Engineer with knowledge of Microsoft technologies and outstanding communication skills.
- Other info: Be part of a rotating schedule for out-of-hours support and contribute to continuous improvement.
The predicted salary is between 28800 - 42000 £ per year.
Are you ready to take your technical expertise to the next level? We’re looking for a 2nd Line Engineer to join our dynamic Service Desk team. In this role, you’ll be the go-to escalation point for resolving complex technical issues while building strong relationships with our clients and mentoring your peers. You’ll ensure that our clients receive top-notch support while keeping technical documentation accurate and up-to-date for seamless service delivery.
What You’ll Do:
- Service Excellence: Handle incoming calls to the Service Desk, log activities in our CRM, and follow established procedures to ensure exceptional customer service.
- Problem Solving: Diagnose and resolve technical issues, escalating when necessary, to deliver timely solutions.
- System Management: Install, maintain, and troubleshoot hardware/software, reconfiguring and performing upgrades as required.
- Team Support: Act as a mentor for 1st Line Engineers by providing technical assistance and sharing your expertise.
- Client Interaction: Maintain and update client site documentation, propose system improvements, and build strong client relationships.
- Out-of-Hours Support: Provide after-hours client support as part of a rotating schedule (2nd and 3rd line only).
- Continuous Improvement: Stay up-to-date with technologies used by Air IT and its clients, and ensure all work aligns with our Information Security Management System (ISMS).
What You’ll Bring:
Essential Qualifications, Knowledge, and Experience:
- Proven experience as a Service Desk Engineer.
- Expertise in Microsoft Windows Server/Desktop Environments.
- Familiarity with Microsoft 365, Azure Active Directory, Backup/DRaaS, and related technologies.
- Solid knowledge of Networking technologies (TCP/IP, Firewall, Routing/Switching).
- Outstanding customer service and communication skills.
Desirable Qualifications and Experience:
- Knowledge of InTune, Conditional Access Technologies, and Mimecast email security.
- A valid UK driving license.
Why apply?
This is your chance to work in a collaborative environment where your skills will shine, and your contributions will make a real impact. You\’ll have the opportunity to grow professionally, support a variety of clients, and play a pivotal role in the success of our Service Desk team.
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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
Familiarise yourself with the specific technologies mentioned in the job description, such as Microsoft Windows Server and Azure Active Directory. Being able to discuss your hands-on experience with these tools during an interview will demonstrate your readiness for the role.
✨Tip Number 2
Prepare examples of how you've successfully resolved complex technical issues in the past. Highlighting your problem-solving skills and ability to work under pressure will show us that you're capable of handling the challenges of a 2nd Line Service Desk Engineer.
✨Tip Number 3
Emphasise your customer service skills during any interactions with us. Since this role involves building strong client relationships, showcasing your ability to communicate effectively and provide exceptional support will set you apart from other candidates.
✨Tip Number 4
If you have experience mentoring others, be sure to mention it. This role involves supporting 1st Line Engineers, so demonstrating your leadership qualities and willingness to share knowledge will resonate well with our team.
We think you need these skills to ace 2nd Line Service Desk Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience as a Service Desk Engineer. Focus on your expertise in Microsoft Windows Server/Desktop Environments and any relevant technologies like Microsoft 365 and Azure Active Directory.
Craft a Compelling Cover Letter: In your cover letter, emphasise your problem-solving skills and customer service experience. Mention specific examples of how you've resolved complex technical issues and built strong client relationships.
Showcase Technical Skills: Clearly list your technical skills related to networking technologies, such as TCP/IP and Firewall management. If you have experience with InTune or Mimecast, be sure to include that as well.
Highlight Mentoring Experience: If you've mentored others in a technical capacity, mention this in your application. Discuss how you've supported 1st Line Engineers and contributed to team success.
How to prepare for a job interview at Air IT Limited
✨Showcase Your Technical Skills
Be prepared to discuss your experience with Microsoft Windows Server/Desktop environments and other relevant technologies. Highlight specific examples of how you've diagnosed and resolved complex technical issues in previous roles.
✨Demonstrate Customer Service Excellence
Since this role involves significant client interaction, be ready to share instances where you provided exceptional customer service. Emphasise your communication skills and how you build strong relationships with clients.
✨Prepare for Problem-Solving Scenarios
Expect to face hypothetical scenarios during the interview that test your problem-solving abilities. Practice articulating your thought process when diagnosing and resolving technical issues, as this will showcase your analytical skills.
✨Express Your Willingness to Mentor
As a 2nd Line Engineer, you'll be mentoring 1st Line Engineers. Share your experiences in mentoring or training others, and express your enthusiasm for helping your peers grow and succeed in their roles.
