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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 abilities.
- Other info: Be part of a supportive team that values ownership and continuous improvement.
The predicted salary is between 21000 - 30000 £ per year.
Salary: £26,500
Job Type: Full time
Contract Type: Permanent
Location: Sheffield
Role Purpose
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.
2nd Line Service Desk Engineer in Sheffield 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
✨Tip Number 1
Network like a pro! Attend local tech meetups or online webinars related to IT support. You never know who might be looking for a 2nd Line Service Desk Engineer just like you!
✨Tip Number 2
Show off your skills! Create a portfolio showcasing your troubleshooting successes and any projects you've worked on. This can really set you apart when chatting with potential employers.
✨Tip Number 3
Practice makes perfect! Prepare for interviews by role-playing common technical scenarios. This will help you articulate your thought process and problem-solving skills under pressure.
✨Tip Number 4
Don’t forget to apply through our website! We love seeing familiar faces, and applying directly can sometimes give you an edge. Plus, it’s super easy to keep track of your application status!
We think you need these skills to ace 2nd Line Service Desk Engineer in Sheffield
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the 2nd Line Service Desk Engineer role. Highlight your experience with Microsoft 365, Azure AD, and any relevant troubleshooting skills. We want to see how your background fits with what we do!
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 you can contribute to our team. Keep it professional but let your personality come through – we love a bit of character!
Showcase Your Communication Skills: Since client communication is key, make sure your written application reflects your ability to communicate clearly and professionally. We’re looking for someone who can keep clients informed and engaged throughout the ticket lifecycle.
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 don’t miss out on any important updates. Plus, it shows you’re keen to join our team!
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.
✨Showcase Your Communication Skills
Since client communication is key, practice explaining complex technical issues in simple terms. Think of examples where you’ve successfully managed client expectations and provided clear updates during a ticket's lifecycle.
✨Demonstrate Ownership and Teamwork
Prepare to share instances where you took ownership of a challenging issue or collaborated with your team to resolve a major incident. Highlight how you support your colleagues and contribute to a positive team culture.
✨Be Ready for Scenario Questions
Expect scenario-based questions that test your problem-solving skills. Think about how you would handle escalations, manage workload during busy periods, and ensure all work is documented clearly. Practising these scenarios can help you feel more confident.