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For Companies At a Glance
- Tasks: Provide advanced technical support and troubleshoot complex issues for clients.
- Company: Join a dynamic managed service provider in Sheffield with a collaborative culture.
- Benefits: Competitive salary, professional development, and opportunities for career growth.
- Why this job: Make a real impact by solving challenging tech problems and enhancing client experiences.
- Qualifications: Experience in IT support, strong troubleshooting skills, and excellent communication.
- Other info: Be part of a fast-paced environment with opportunities to mentor and upskill others.
The predicted salary is between 26500 - 26500 £ per year.
The Second Line Service Desk Engineer provides advanced technical support to Millgates managed service clients, acting as an escalation point for the 1st Line team. The role ensures incidents and service requests are resolved efficiently, accurately, and in line with Millgates approved technology stack and service standards.
Key Responsibilities
- Technical Support & Escalation
- Act as an escalation point for 1st Line Engineers, taking ownership of more complex issues.
- Troubleshoot and resolve advanced incidents across Microsoft 365, Azure AD, NinjaOne, SentinelOne, Barracuda, networking technologies, virtualisation and Windows Server environments.
- Deliver remote and on-site support where required.
- Ensure all tickets are handled within agreed SLAs and communication standards.
- Client Communication & Service Quality
- Maintain proactive, clear, and professional communication with clients throughout the ticket lifecycle.
- Set accurate expectations regarding next updates, ETAs and resolution steps.
- Provide high-quality documentation for all project work completed.
- Identify recurring issues and recommend permanent fixes.
- Operational Excellence
- Ensure all work is documented clearly in IT Glue, NinjaOne, or other internal systems.
- Follow escalation paths appropriately.
- Support the wider Service Desk during high workload or major incidents.
- Contribute to internal knowledge base articles and SOP improvements.
- Service Improvement & Collaboration
- Provide feedback to the leadership team to drive continuous operational improvements.
- Assist in mentoring and upskilling 1st Line Engineers.
- Participate in project work, deployments, and optimisation activities.
Skills & Experience
- Essential experience in a Second Line or advanced 1st Line role within an MSP or busy IT support environment.
- Strong technical troubleshooting skills across Microsoft 365, Windows OS, and core infrastructure technologies.
- Experience with RMM/EDR tools.
- Strong understanding of networking fundamentals (DNS, DHCP, VLANs).
- Ability to manage workload, handle escalations, and meet SLAs.
- Excellent written and verbal communication skills.
Key Behaviours
- Ownership: Takes responsibility for issues through to resolution.
- Accuracy: Produces thorough documentation and clear client updates.
- Teamwork: Supports colleagues and contributes to a positive team culture.
- Adaptability: Thrives in a fast-paced MSP environment.
- Customer Focus: Ensures every interaction enhances the client experience.
Locations
2nd Line Service Desk Engineer in Sheffield, Yorkshire employer: Millgate
Contact Detail:
Millgate Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Service Desk Engineer in Sheffield, Yorkshire
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT world, especially those who work in managed service providers. A friendly chat can lead to insider info about job openings that might not even be advertised yet.
✨Tip Number 2
Show off your skills! When you get the chance to meet potential employers or recruiters, don’t just talk about your experience—demonstrate your troubleshooting prowess. Bring examples of how you've resolved complex issues in the past.
✨Tip Number 3
Prepare for the interview like it’s a big project. Research the company and its tech stack, and be ready to discuss how your skills with Microsoft 365, Azure AD, and networking can help them. Tailor your answers to show you’re the perfect fit for their team.
✨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, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace 2nd Line Service Desk Engineer in Sheffield, Yorkshire
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the role of a 2nd Line Service Desk Engineer. Highlight your experience with Microsoft 365, Azure AD, and any relevant troubleshooting skills. We want to see how your background fits perfectly with 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 this role and how your skills can help us provide top-notch support to our clients. Keep it professional but let your personality show through!
Showcase Your Communication Skills: Since client communication is key in this role, make sure your application reflects your excellent written skills. Whether it's your CV or cover letter, clarity and professionalism are essential. We love seeing candidates who can communicate effectively!
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 shows us you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Millgate
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around Microsoft 365, Azure AD, and networking fundamentals. Be ready to discuss specific troubleshooting scenarios you've encountered in the past and how you resolved them.
✨Show Off Your Communication Skills
Since client communication is key, practice explaining complex technical issues in simple terms. Think of examples where you’ve had to manage client expectations or provide updates during a ticket's lifecycle.
✨Demonstrate Ownership and Teamwork
Be prepared to share instances where you took ownership of a challenging issue and how you collaborated with your team. Highlight your ability to support colleagues and contribute positively to the team culture.
✨Prepare for Scenario-Based Questions
Expect questions that put you in real-world situations, like handling escalations or managing workload during busy periods. Think through your approach to these scenarios and be ready to articulate your thought process clearly.