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- Tasks: Join our Service Desk team to resolve technical issues and support diverse clients.
- Company: We're a dynamic company prioritising people and integrity, with a focus on personal development.
- Benefits: Enjoy 25 days holiday, healthcare, life insurance, and regular team socials.
- Why this job: Be part of a supportive culture where your contributions are valued and you can grow.
- Qualifications: Two years in IT support, strong Microsoft 365 knowledge, and excellent communication skills required.
- Other info: Opportunity for training and involvement in exciting IT projects.
The predicted salary is between 27000 - 32500 £ per year.
Location: Plymouth (Office-based)
Hours: Monday – Friday 9:00am – 5:30pm (1 hour for lunch)
Salary: £27,000 – £32,500 DOE
The Role: As a key member of our well-established and busy Service Desk team, you will be one of the first points of contact for resolving technical issues. As a Second Line Engineer, you’ll handle more complex escalations, assist with projects, and support the design and implementation of infrastructure and software solutions for our diverse client base. We’re looking for someone who is proactive, solution-focused, and confident working in a fast-paced environment. You’ll need excellent communication skills to collaborate effectively with colleagues and clients, and a proven track record of delivering high-quality technical support.
Key Responsibilities:
- Provide second line technical support to a wide range of businesses across multiple industries.
- Monitor and manage the helpdesk, identify issues, troubleshoot, and perform necessary repairs or upgrades.
- Act as an escalation point for First Line Service Desk Engineers, supporting their development and understanding.
- Escalate issues promptly to third line support when required.
- Assist field engineers with your expertise, including occasional on-site support.
- Research, scope, and implement a variety of IT projects.
- Monitor security threats and vulnerabilities, implement security measures, and ensure compliance with data security regulations.
- Deliver exceptional client service and foster positive relationships with colleagues.
- Undertake training as required and support the training of new team members.
- Perform other duties as required within the scope of the role.
- Adhere to all company procedures and guidelines.
Required Experience and Skills:
- Minimum of two years’ experience in a support desk or IT role.
- Strong knowledge of Microsoft 365 (Email concepts, SharePoint, OneDrive, Azure AD).
- Solid understanding of networking (LAN, WAN, VLAN, WiFi, IPsec, VPN).
- Experience with onsite and offsite backup solutions, including cloud storage.
- Knowledge and hands-on experience with Windows Server technologies (Active Directory, DHCP, DNS, Group Policy, Print Management, AD Sync).
- Ability to work well under pressure and manage time effectively in a busy environment.
- Previous experience in a Managed Service Provider (MSP) environment is highly desirable.
- Full driving licence (access to a vehicle is beneficial but not essential).
- Excellent customer service and communication skills.
- Technical qualifications such as CompTIA A+ would be advantageous but are not required.
What We Offer:
- 25 days holiday plus bank holidays (increasing with service)
- Healthcare scheme and life insurance after probation
- Company pension
- One paid volunteering day per year
- Regular team socials and company events
- Supportive leadership with personal development opportunities
If you’re looking for a role where you’ll be valued, have room to grow, and contribute to a business that puts people and integrity first, we’d love to hear from you. Apply today or reach out to Sarah directly for a confidential discussion.
Second Line Service Desk Engineer employer: Ark Recruitment EST
Contact Detail:
Ark Recruitment EST Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Second Line Service Desk Engineer
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Microsoft 365 and Windows Server technologies. Being able to discuss your hands-on experience with these tools during an interview will demonstrate your suitability for the role.
✨Tip Number 2
Prepare examples of how you've successfully resolved complex technical issues in previous roles. This will showcase your problem-solving skills and ability to work under pressure, which are crucial for a Second Line Service Desk Engineer.
✨Tip Number 3
Research StudySmarter's company culture and values. Understanding our commitment to integrity and personal development will help you align your responses during the interview, making you a more attractive candidate.
✨Tip Number 4
Network with current or former employees of StudySmarter on platforms like LinkedIn. They can provide insights into the team dynamics and expectations, which can be invaluable when preparing for your interview.
We think you need these skills to ace Second Line Service Desk Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support, particularly focusing on your knowledge of Microsoft 365, networking, and any previous roles in a Managed Service Provider environment. Use specific examples to demonstrate your skills.
Craft a Compelling Cover Letter: Write a cover letter that showcases your proactive approach and solution-focused mindset. Mention your ability to work under pressure and your excellent communication skills, as these are key for the role.
Highlight Technical Skills: In your application, emphasise your technical qualifications and hands-on experience with Windows Server technologies and backup solutions. This will show that you have the necessary expertise for the Second Line Engineer position.
Show Enthusiasm for the Role: Convey your excitement about the opportunity to work in a fast-paced environment and your commitment to delivering exceptional client service. This can set you apart from other candidates.
How to prepare for a job interview at Ark Recruitment EST
✨Showcase Your Technical Skills
Be prepared to discuss your experience with Microsoft 365, networking concepts, and Windows Server technologies. Highlight specific examples of how you've resolved technical issues in the past, as this will demonstrate your capability for the role.
✨Demonstrate Problem-Solving Abilities
Since the role involves handling complex escalations, be ready to walk through your thought process when troubleshooting issues. Use the STAR method (Situation, Task, Action, Result) to structure your responses and show how you approach problem-solving.
✨Emphasise Communication Skills
Excellent communication is key in this role. Prepare to discuss how you've effectively communicated with clients and colleagues in previous positions. Consider sharing examples where your communication skills helped resolve a challenging situation.
✨Research the Company Culture
Understanding the company's values and culture can give you an edge. Familiarise yourself with their commitment to client service and integrity. Be ready to explain how your personal values align with theirs and how you can contribute positively to the team.
