Service Desk Engineer

2nd Line Services Desk Engineer – MSP

Location:
Grantham (Hybrid – Mon & Fri in-office)

Travel:
To client sites as required

Contract:
Full-time

We are recruiting for an experienced
2nd Line Engineer
to join our growing team at our
North East Hub
. With a rapidly expanding client portfolio, this is an exciting opportunity to play a key role in delivering high-quality IT support and solutions within a fast-paced, client-focused
MSP environment
.

You\’ll work as part of a supportive team, providing technical support, building trusted client relationships, and assisting with projects, service improvements, and account management activities.

What you\’ll be doing

Client Support & Service Delivery

• Provide
  remote and onsite support
  to Datcom clients with exceptional customer service.
• Act as the main point of contact for clients, managing and resolving tickets promptly.
• Ensure
  incoming calls and assigned tickets
  are answered and responded to in line with SLAs.
• Adhere to deadlines and agreed timescales while prioritising SLAs to ensure they are never broken.
• Follow escalation procedures for service desk tickets, moving them on accordingly.
• Provide feedback reports to clients as required.

Incident, Service & Problem Management

• Log, categorise, and prioritise tickets accurately.
• Escalate issues promptly to the next level where required.
• Ensure incidents or problems are resolved or escalated to the client\’s expectations.
• Identify repeat issues, tag them, and drive permanent solutions.

Documentation & Continuous Improvement

• Maintain accurate client interaction and support records.
• Ensure the service desk database (CIs) is always up to date, with no missing fields and linked to relevant tickets.
• Create and attach knowledge base (KB) articles to tickets.
• Suggest and raise improvement tickets to enhance efficiency and client experience.
• Contribute ideas to improve
  pod operations
  and service desk processes.

Standards & Compliance

• Understand and follow all Datcom policies and procedures.
• Demonstrate knowledge of ISO documentation and compliance.
• Keep timesheets accurate and up to date.

Development & Extended Hours Support

• Maintain and develop technical ability through ongoing training, certifications, and professional development.
• Provide cover for Datcom\’s extended hours support (EHS) clients on a rota basis.

What we\’re looking for

• Experience:
  At least 5 years\’ hands-on IT support (ideally within an MSP).
• Qualifications:
  Up-to-date Microsoft certifications.
• Driver:
  Full UK driving licence and access to own vehicle.
• Technical skills in:
• Windows Desktop & Server support/maintenance
• Active Directory & Group Policy administration
• Microsoft 365 & Microsoft Azure support/maintenance
• Microsoft Endpoint Manager
• VMware vSphere & Horizon
• Network support (routers, switches, firewalls, devices)
• End-user application support
• PowerShell scripting

Skills & Attributes

• Skills required will be determined by the
  Datcom skills matrix
  , which is reviewed annually. Service desk pod members should aim to achieve updated skills within
  6 months
  .
• Strong problem-solving skills.
• Clear, confident, and polite telephone manner.
• Exceptional customer service skills.
• Excellent spelling and grammar.
• Exemplary interpersonal skills.
• First-rate work ethic.
• Excellent organisational skills, with the ability to manage and prioritise workload effectively.
• Ability to work and communicate effectively in a busy, close-knit team.
• Clean full UK manual driving licence.

What we offer

• Hybrid working – Grantham Hub (Mon & Fri office-based)
• A varied workload with exposure to multiple clients and technologies
• Involvement in both technical support and client-facing activities
• The chance to shape processes and contribute to the growth of a dynamic MSP