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For Companies At a Glance
- Tasks: Provide top-notch support to clients and manage support tickets in a fast-paced environment.
- Company: Join a growing MSP team dedicated to delivering high-quality client support.
- Benefits: Enjoy flexible working options, including hybrid models and opportunities for professional growth.
- Why this job: Be part of a dynamic team that values innovation and client satisfaction while enhancing your tech skills.
- Qualifications: Must have Microsoft certifications, experience with Windows, Active Directory, and network support.
- Other info: Travel to client sites may be required; extended hours support rota is part of the role.
The predicted salary is between 28800 - 43200 £ per year.
We are currently recruiting for an experienced 2nd Line Service Desk Engineer, who has up-to-date Microsoft certifications and has MSP experience to join our growing team. With an expanding client portfolio, you will be part of a team providing high-quality support to multiple clients within a designated team in a fast-paced environment. This role also assists the account management team with account meetings, projects, complaints, sales and other related tasks. The role requires a proactive approach and excellent customer service.
This role is available in traditional office-based or hybrid models working from our base in Grantham, Lincolnshire. We will require you to travel to customer sites as needed and be available for our extended hours support rota.
The role involves:
- Client support: Serve as the main point of contact for clients, managing and resolving support tickets and queries promptly.
- Client relations: Build and maintain strong relationships with clients to ensure high levels of client satisfaction and retention. Assist with client meetings onsite and remote, project coordination and implementation, complaint handling and supporting relationships.
- Documentation: Maintain accurate records for client interactions, support tickets and resolutions. Provide regular reports on client support activities.
- Continuous improvement: Identify opportunities for process improvements and contribute to the development of best practices in client support.
- Pod development: Present ideas to develop pod operations with the view of improving client experience.
- Scheduling: Ensure the scheduling queue is checked daily and actioned and the installation manuals and tech specs are added to the installation tickets.
To be considered for this role, you must have experience with the following tech stack:
- Have a full UK licence and own vehicle
- Up to date Microsoft certifications
- Windows Desktop support, Server support and maintenance
- Active Directory administration
- Group policy administration
- Microsoft 365 and Microsoft Azure support and maintenance
- Microsoft Endpoint Manager
- VMware vSphere and Horizon
- Network support on routers, switches, firewalls and other networked devices
- Software support for end-user applications
- PowerShell
2nd Line Service Desk Engineer - MSP employer: Datcom
Contact Detail:
Datcom Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Service Desk Engineer - MSP
✨Tip Number 1
Make sure to highlight your MSP experience during any conversations or interviews. This is crucial as the role specifically requires familiarity with managed service providers, so be ready to discuss your previous roles and how they relate to this position.
✨Tip Number 2
Brush up on your Microsoft certifications and be prepared to discuss them in detail. Since the job requires up-to-date certifications, demonstrating your knowledge and how you've applied it in real-world scenarios can set you apart from other candidates.
✨Tip Number 3
Familiarise yourself with the specific technologies mentioned in the job description, such as Active Directory, Microsoft 365, and VMware. Being able to speak confidently about these tools will show that you're not only qualified but also genuinely interested in the role.
✨Tip Number 4
Prepare examples of how you've improved client relations or processes in your previous roles. The ability to demonstrate a proactive approach and continuous improvement mindset will resonate well with the hiring team.
We think you need these skills to ace 2nd Line Service Desk Engineer - MSP
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your relevant experience as a 2nd Line Service Desk Engineer. Emphasise your Microsoft certifications, MSP experience, and any specific technologies mentioned in the job description, such as Active Directory and Microsoft 365.
Craft a Compelling Cover Letter: Write a cover letter that showcases your proactive approach and excellent customer service skills. Mention specific examples of how you've built strong client relationships and resolved support tickets effectively in previous roles.
Highlight Technical Skills: In your application, clearly list your technical skills related to the required tech stack. Include your experience with Windows Desktop support, VMware, and network support, ensuring you demonstrate your ability to handle the responsibilities outlined in the job description.
Show Enthusiasm for Continuous Improvement: Express your interest in contributing to process improvements and best practices in client support. Provide examples of how you've identified opportunities for improvement in past roles, which aligns with the company's focus on continuous development.
How to prepare for a job interview at Datcom
✨Showcase Your Technical Skills
Be prepared to discuss your experience with the specific tech stack mentioned in the job description. Highlight your Microsoft certifications and any relevant projects you've worked on, especially those involving Windows Desktop support, Active Directory, and Microsoft 365.
✨Demonstrate Customer Service Excellence
Since this role involves client relations, be ready to share examples of how you've successfully managed client interactions in the past. Discuss your approach to resolving complaints and ensuring client satisfaction, as this will show your proactive attitude.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills in real-world scenarios. Think about situations where you had to troubleshoot issues or improve processes, and be ready to explain your thought process and the outcomes.
✨Ask Insightful Questions
At the end of the interview, ask questions that demonstrate your interest in the company and the role. Inquire about their approach to continuous improvement in client support or how they measure client satisfaction, which shows you're thinking about the bigger picture.
