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- Tasks: Handle complex client issues and lead impactful IT projects.
- Company: Logixal is a leading Managed Service Provider specializing in innovative IT solutions.
- Benefits: Enjoy ongoing training, certification reimbursement, and clear career progression.
- Why this job: Join a collaborative team and work on transformative projects with cutting-edge technology.
- Qualifications: 5+ years in an MSP environment with strong technical support and project management skills.
- Other info: Mentorship opportunities available to help you grow and develop your skills.
The predicted salary is between 30000 - 42000 £ per year.
Location: Office Based – Shoreditch
At Logixal, we believe in the power of technology to unlock limitless potential for our clients. As a leading Managed Service Provider (MSP), we specialise in delivering comprehensive IT solutions, from cloud services and cybersecurity to VoIP and IT consulting. Founded in 2012, we continue to grow rapidly, receiving accolades for innovation, service excellence, and our commitment to fostering an inclusive, award-winning workplace. We are searching for a Level 2/3 IT Engineer who shares our passion for technology and excellence to join our collaborative, solutions-driven team.
Embrace cutting-edge technology and automation tools that drive continuous improvements in service delivery.
Career Growth: Benefit from ongoing training, certifications, and clear career progression within a dynamic MSP landscape.
Impactful Projects: Join a team trusted by diverse clients to lead transformational projects across cloud migrations, networking enhancements, and security frameworks.
As a Level 2/3 IT Engineer, you will be the trusted technical expert handling complex client issues, implementing technical projects, and driving process efficiencies through platforms like Autotask, Salesforce, and 3CX. You’ll provide critical technical support, oversee project execution, and ensure our clients’ systems operate smoothly and securely.
Technical Support and Escalations:
Deliver advanced Level 2/3 support, troubleshooting complex hardware, software, network, and firewall issues.
Lead escalated cases from Level 1 teams, providing hands-on, timely solutions to maintain high levels of client satisfaction.
Utilise extensive experience in Windows Server, Office 365, and virtual environments to resolve incidents effectively.
Configure, deploy, and maintain SonicWall firewalls and other security devices to secure client networks.
Set up, configure, and manage virtual servers, ensuring stable and efficient virtualised environments (Hyper-V/VMware).
~ Act as a primary technical contact for clients, building and maintaining strong relationships to meet and exceed SLA expectations.
Apply ITIL practices to manage incidents, change requests, and problem resolution, delivering a seamless client experience.
~ Enhance service desk efficiency with automation tools like Power Automate and PowerShell scripting to reduce manual processes.
Document, review, and update support procedures, creating a repository of best practices for the team and clients.
Implement data-driven strategies to reduce ticket volume and enhance self-service capabilities.
~ Project Management and Implementation:
Plan and lead IT projects, including hardware rollouts, cloud migrations (Azure, Office 365), and network or system integrations.
Coordinate project resources, timelines, and deliverables to ensure on-time, within-budget project completion.
Create detailed project documentation and conduct post-project reviews to capture lessons learned and improvements.
~ Mentor junior engineers, sharing knowledge to build team capability and foster professional growth.
Contribute to training materials and technical sessions, empowering the team with the latest industry insights and best practices.
Support KPI development to track and enhance team performance and client satisfaction metrics.
Technical Expertise: Significant experience with Autotask for ticketing, Salesforce for CRM, and 3CX for VoIP. Strong proficiency in Windows Server, Office 365, Azure, networking, SonicWall/firewall configuration, and virtualisation (Hyper-V/VMware).
Billing and Workflow Skills: Proficiency in setting up workflows and billing configurations within Autotask and Salesforce is highly desirable. Certifications: ITIL, Microsoft (Azure, Office 365), CompTIA, or Cisco (CCNA) are highly desirable.
MSP Background: At least 5 years of experience in a Managed Service Provider environment, demonstrating advanced technical support, client management, and project delivery.
Skilled in Power Automate and PowerShell scripting to automate workflows and improve service desk efficiency.
Experience with service management tools like ServiceNow or ConnectWise.
ITIL Foundation or Intermediate certifications.
Previous mentoring or team leadership experience within a service desk or technical support team.
A comprehensive benefits package, including certification reimbursement.
Exciting Client Work: Engage with diverse projects across industries, providing tailored technology solutions for real-world challenges.
Career Development: Join a workplace that values learning, with clear growth pathways within a dynamic MSP setting.
Level 2 Service Desk Engineer employer: Logixal
Contact Detail:
Logixal Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Level 2 Service Desk Engineer
✨Tip Number 1
Familiarize yourself with the specific technologies mentioned in the job description, such as Autotask, Salesforce, and 3CX. Having hands-on experience or relevant projects to discuss during your interview can set you apart from other candidates.
✨Tip Number 2
Highlight any previous experience you have in a Managed Service Provider (MSP) environment. Be prepared to share examples of how you've handled complex client issues and contributed to project delivery in similar settings.
✨Tip Number 3
Showcase your problem-solving skills by preparing to discuss specific incidents where you successfully resolved technical challenges. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
✨Tip Number 4
Demonstrate your commitment to continuous learning and professional development. Mention any relevant certifications you hold or are pursuing, especially those related to ITIL, Microsoft Azure, or CompTIA, as these are highly desirable for this role.
We think you need these skills to ace Level 2 Service Desk Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support, particularly with Level 2/3 issues. Emphasize your familiarity with tools like Autotask, Salesforce, and 3CX, as well as your technical expertise in Windows Server, Office 365, and virtual environments.
Craft a Compelling Cover Letter: In your cover letter, express your passion for technology and how it aligns with Logixal's mission. Mention specific projects or experiences that demonstrate your ability to handle complex client issues and lead IT projects.
Showcase Certifications: List any relevant certifications such as ITIL, Microsoft (Azure, Office 365), or CompTIA prominently in your application. This will show your commitment to professional development and your qualifications for the role.
Highlight Team Collaboration: Since the role emphasizes collaboration and mentoring, include examples of how you've worked effectively in teams or mentored junior engineers in your previous positions. This will demonstrate your ability to contribute to a positive team environment at Logixal.
How to prepare for a job interview at Logixal
✨Show Your Technical Expertise
Be prepared to discuss your experience with Windows Server, Office 365, and virtual environments. Highlight specific examples of how you've resolved complex issues or implemented technical projects in previous roles.
✨Demonstrate Problem-Solving Skills
Expect to face scenario-based questions that assess your troubleshooting abilities. Practice articulating your thought process when diagnosing and resolving hardware, software, or network issues.
✨Highlight Your Project Management Experience
Discuss any relevant experience you have in planning and leading IT projects. Be ready to share examples of how you coordinated resources, managed timelines, and ensured successful project delivery.
✨Emphasize Team Collaboration and Mentorship
Since the role involves mentoring junior engineers, be sure to talk about your previous experiences in team leadership or training. Share how you've contributed to team growth and knowledge sharing in past positions.
