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- Tasks: Provide 2nd line IT support and manage service desk tickets for diverse UK clients.
- Company: Join a dynamic managed services team in a hybrid working environment.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional growth.
- Why this job: Make a real impact by solving technical issues and supporting digital transformation.
- Qualifications: GCSEs in Maths and English, customer service experience, and strong troubleshooting skills.
- Other info: Exciting projects and career advancement in a supportive team atmosphere.
The predicted salary is between 28000 - 35000 £ per year.
Join a busy IT Help Desk with a growing managed services team delivering IT support, Microsoft 365 administration and network support to UK clients. This hybrid role combines service desk, technical support and project work across diverse client environments.
PLEASE NOTE: This role will combine remote and onsite support and project work. Successful candidates must have a Full Driving Licence and Access to their own Vehicle.
SALARY: £32,000 to £35,000 per annum
LOCATION: Hybrid Working 2 Days at Home, 3 Days from the Office in Taunton, Somerset
JOB TYPE: Full-Time, Permanent
WORKING HOURS: 37.5 Hours per Week. Two Shifts: 8:30am - 5:00pm / 10:00am - 6:30pm
JOB OVERVIEW: We have a fantastic new job opportunity for a 2nd Line Technical Support Engineer / IT Service Desk Analyst to join a busy IT Help Desk supporting managed services clients across the UK. As a 2nd Line Technical Support Engineer / IT Service Desk Analyst you will provide remote support, on-site technical support and project delivery across Microsoft 365, Windows Server and network infrastructure environments. This is a varied role combining troubleshooting, systems support and customer service.
The 2nd Line Technical Support Engineer / IT Service Desk Analyst will act as an escalation point, manage service desk tickets to SLA, contribute to ITIL processes and support digital transformation initiatives while building strong client relationships.
DUTIES:
- Service Desk Support: Act as a point of contact for end users via phone, email and chat, delivering remote and telephone IT support
- Ticket Management: Qualify, assign and document incidents and service requests within the ticketing system, ensuring accurate updates and SLA compliance
- Technical Troubleshooting: Resolve 20+ tickets per day across Microsoft 365, Windows, servers, networks and end-user devices, escalating where required
- On-Site Support: Travel to client sites across the UK to deliver hands-on technical support and project implementation
- Systems Administration: Support Azure Active Directory, Exchange Online, SharePoint Online and Endpoint Manager environments
- Security Checks: Perform daily security monitoring and best practice checks across client systems
- Network Support: Assist with router, firewall and managed switch configurations, including TCP/IP subnetting and routing
- Documentation & Knowledge Sharing: Create and maintain technical documentation and knowledgebase articles
- Vendor Liaison: Work with third-party suppliers to resolve application and infrastructure issues
- Project Delivery: Support IT projects, upgrades and change implementations, coordinating with internal teams
CANDIDATE REQUIREMENTS:
- Educated to GCSE level (including Maths and English) (or equivalent)
- Proof of right to work in the UK
- A valid UK driving licence and access to a vehicle
- Previous experience in a customer service focused IT support or service desk role
- Experience with ticketing systems, SLAs and ITIL-based processes
- Proven experience supporting Microsoft 365 including Azure Active Directory, Exchange Online and SharePoint Online
- Experience administering Windows environments and end-user devices
- Strong troubleshooting skills across hardware, software and network support
- Excellent written and verbal communication skills with a professional phone manner
- Ability to work independently and as part of a team, remaining calm under pressure
DESIRABLE:
- Microsoft certifications or advanced Microsoft 365 administration training
- A background in a managed service provider (MSP) environment
- Experience supporting Windows Server environments
- Knowledge of Microsoft Intune configuration and PowerShell scripting
- Understanding of router, firewall and switch configuration, plus DKIM, DMARC and SPF
- Experience delivering IT projects and acting as an escalation point
HOW TO APPLY:
To be considered for this job vacancy, please submit your CV to our Recruitment Team who will review your details. CVs of Job Applicants meeting this requirement will be submitted to our Client for consideration. By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.
Locations
Technical Support Engineer / 2nd Line IT Service Desk Analyst in Somerset, Taunton employer: AWD online
Contact Detail:
AWD online Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Engineer / 2nd Line IT Service Desk Analyst in Somerset, Taunton
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the hunt for a Technical Support Engineer role. You never know who might have a lead or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews! Brush up on your technical skills, especially around Microsoft 365 and troubleshooting. Practice common interview questions and scenarios you might face as a 2nd Line IT Service Desk Analyst.
✨Tip Number 3
Showcase your problem-solving skills! During interviews, share specific examples of how you've tackled tricky support issues in the past. This will demonstrate your ability to handle the demands of the role.
✨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 serious about joining our team!
We think you need these skills to ace Technical Support Engineer / 2nd Line IT Service Desk Analyst in Somerset, Taunton
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the role of a 2nd Line Technical Support Engineer. Highlight your experience with Microsoft 365, ticketing systems, and any relevant ITIL processes. We want to see how your skills match what we're looking for!
Show Off Your Troubleshooting Skills: In your application, don’t shy away from showcasing your troubleshooting prowess. Mention specific examples where you resolved technical issues, especially in environments similar to ours. This will help us see your problem-solving abilities in action!
Keep It Professional Yet Friendly: While we love a friendly tone, remember to keep it professional. Use clear language and avoid jargon that might confuse us. We’re looking for excellent communication skills, so let your personality shine through while staying on point!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it makes the whole process smoother for everyone involved!
How to prepare for a job interview at AWD online
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Microsoft 365, Windows Server, and network support. Be ready to discuss specific troubleshooting scenarios you've encountered in the past, as this role will require you to resolve technical issues efficiently.
✨Showcase Your Customer Service Skills
Since this position involves a lot of client interaction, prepare examples that highlight your customer service experience. Think about times when you turned a frustrated client into a satisfied one, and be ready to share those stories during the interview.
✨Familiarise Yourself with ITIL Processes
Understanding ITIL processes is crucial for this role. Brush up on ticket management and SLA compliance, and be prepared to discuss how you've applied these principles in previous roles. This will show that you can hit the ground running.
✨Prepare for On-Site Scenarios
Since the job involves on-site support, think about how you would handle various situations at a client's location. Prepare to discuss your approach to project delivery and hands-on technical support, as well as any relevant experiences you've had in similar environments.