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- Tasks: Handle escalated service requests and support the Technical Team efficiently.
- Company: Join Air IT, an award-winning MSP with a bright future.
- Benefits: Enjoy hybrid working, 25 days leave, and ongoing development opportunities.
- Why this job: Be part of a dynamic team making a real impact in IT support.
- Qualifications: Experience in IT helpdesk support and knowledge of various IT systems required.
- Other info: Celebrate your achievements with fun company events and a supportive culture.
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 mobile devices
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.
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.
2nd Line Service Desk Engineer in Edinburgh 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 in Edinburgh
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or attend local tech meetups. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by practising common questions and scenarios related to IT support. We recommend doing mock interviews with friends or using online resources to boost your confidence.
✨Tip Number 3
Showcase your skills! Create a portfolio or a personal project that highlights your technical abilities. This can really set you apart from other candidates and give you something tangible to discuss during interviews.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our amazing team at Air IT.
We think you need these skills to ace 2nd Line Service Desk Engineer in Edinburgh
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the 2nd Line Service Desk Engineer role. Highlight your relevant experience and skills, especially those related to IT helpdesk support and the specific systems mentioned in the job description.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're excited about joining Air IT and how your background makes you a perfect fit for the team. Keep it concise but engaging!
Showcase Your Problem-Solving Skills: In your application, don’t forget to mention specific examples of how you've effectively handled technical issues in the past. This will demonstrate your ability to manage escalated service requests and keep clients satisfied.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity with Air IT!
How to prepare for a job interview at Air IT Limited
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of the specific IT systems mentioned in the job description, like Microsoft 10/11 and Office 365. Be ready to discuss your previous experiences with these technologies and how you've used them to solve problems.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've effectively handled escalated service requests in the past. Think about specific situations where you prioritised tasks and resolved technical queries quickly, as this will demonstrate your ability to thrive in a fast-paced environment.
✨Communicate Clearly and Confidently
Since you'll be dealing with clients, practice explaining technical concepts in simple terms. During the interview, focus on clear communication to show that you can keep clients updated and ensure they feel supported throughout the process.
✨Emphasise Teamwork and Collaboration
Air IT values teamwork, so be prepared to discuss how you've worked effectively within a team before. Share examples of how you’ve collaborated with colleagues to achieve common goals, especially in a technical support context.
