Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Provide top-notch technical support and ensure clients receive exceptional service.
- Company: Established IT Solutions Company with a focus on customer satisfaction.
- Benefits: Competitive salary, opportunities for personal development, and a supportive team environment.
- Why this job: Join a skilled team and make a real difference in client experiences.
- Qualifications: Experience in technical support and strong communication skills required.
- Other info: Dynamic role with opportunities for career growth and learning new technologies.
The predicted salary is between 30000 - 42000 £ per year.
Focus IT have the pleasure of working with this well-established IT Solutions Company. Due to demand, they are seeking a 2nd line Technical Support Engineer to complement their existing support team.
The Role: The role will be to proactively ensure that all clients receive exceptional customer service during all contact with the Service Desk, thus ensuring continual exceptional operational service. All support must be performed with minimal business impact on the customer and within agreed service levels.
- To handle incoming technical support incidents, requests and changes.
- Management of personal call queue, ensuring calls are closed in a timely fashion.
- Provide updates and ensure ongoing customer communication is maintained.
- Resolution of calls ranging from simple password resets to complex server queries.
- Escalation of calls to 3rd Line Team as necessary.
- To work as part of a close-knit and highly skilled team of Engineers.
- Work with other internal teams (3rd Line Technical Delivery Teams, Development, Projects, etc.).
- Perform software builds/re-builds on PCs and laptops as required.
- Fix hardware faults and install upgrades to client hardware.
- Attend customer premises from time to time to perform on-site work.
You will contribute to service desk incidents through to completion, recognising when escalation is required for the quickest resolution for the client. You will provide clients with continual and regular updates throughout the management of their incidents, whether assigned to you or a higher level engineer. The role will require you to work effectively on the service desk systems, keeping all tickets fully updated in real time. Other responsibilities will involve performing on-site client visits as a representative of the company where necessary to resolve a technical incident.
The Candidate: The ideal candidate will come from an outsourced or IT service background (not essential), with impeccable customer service skills. You will be proficient in Microsoft Windows Servers, Microsoft Exchange, and Microsoft Office 365 along with Active Directory.
- Excellent communication skills, both written and verbal.
- Friendly, confident and professional telephone manner.
- Eager to learn new skills and invest in personal development.
- Good attention to detail with well-developed problem-solving skills.
- Time management skills with the ability to prioritise effectively.
- Self-motivated with the ability to work alone and as part of a team.
- Minimum of three years in technical support.
- Good knowledge and experience with Exchange and Office 365.
- Strong knowledge of Windows 7, Windows 8, and Windows 10 operating systems.
- Good understanding of Microsoft Office software.
- Experience working with servers (Server 2008, 2012, & 2016).
- Any MCP or MCSA qualifications or working towards one would be highly beneficial.
This role can also be known as a Support Analyst, Helpdesk Analyst, 2nd Line Engineer, Technical Engineer, IT Support Engineer and Helpdesk Engineer. Any qualifications such as MCSE, MCSA, MCITP or CCNA would be highly beneficial towards your application. Any exposure to the Managed Service sector would be highly beneficial towards your application.
The Location: The role is based in Milton Keynes, Buckinghamshire and is commutable from Northampton, Bedfordshire, Stevenage, Hertfordshire, Oxfordshire, Luton and North London.
2nd Line Support Engineer in Newport Pagnell employer: Focus IT Recruitment
Contact Detail:
Focus IT Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Support Engineer in Newport Pagnell
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT industry, especially those who work in support roles. A friendly chat can lead to insider info about job openings that aren't even advertised yet.
✨Tip Number 2
Prepare for the interview by brushing up on common technical questions related to Windows Servers and Office 365. We recommend doing mock interviews with friends or using online platforms to get comfortable with the format.
✨Tip Number 3
Show off your problem-solving skills during interviews! Share specific examples of how you've resolved technical issues in the past. This will demonstrate your ability to handle the types of incidents you'll face as a 2nd Line Support Engineer.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace 2nd Line Support Engineer in Newport Pagnell
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the 2nd Line Support Engineer role. Highlight your experience with Microsoft Windows Servers, Exchange, and Office 365, as well as any relevant qualifications like MCP or MCSA. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about providing exceptional customer service and how your background makes you a great fit for our team. Keep it friendly and professional, just like we are at StudySmarter.
Show Off Your Communication Skills: Since excellent communication is key for this role, make sure your written application reflects that. Use clear and concise language, and don’t forget to proofread for any typos or errors. We love attention to detail!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you get all the updates directly from us. Plus, it shows you're keen on joining our team!
How to prepare for a job interview at Focus IT Recruitment
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Microsoft Windows Servers, Exchange, and Office 365. Be ready to discuss your experience with these technologies and how you've used them in past roles. This will show that you're not just familiar with the tools but can also apply them effectively.
✨Show Off Your Customer Service Skills
Since this role is all about providing exceptional customer service, think of examples where you've gone above and beyond for a client. Prepare to share specific stories that highlight your communication skills and ability to resolve issues while keeping customers informed.
✨Practice Problem-Solving Scenarios
Expect to be asked about how you would handle various technical issues, from simple password resets to complex server queries. Practise articulating your thought process and problem-solving steps clearly, as this will demonstrate your analytical skills and ability to work under pressure.
✨Be Ready to Discuss Teamwork
This position requires working closely with a team, so be prepared to talk about your experiences collaborating with others. Highlight any instances where you’ve successfully worked with different teams or escalated issues, showing that you understand the importance of teamwork in a support environment.