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For Companies At a Glance
- Tasks: Provide top-notch technical support and mentor the 1st Line team.
- Company: Leading MSP in North London with a dynamic and supportive culture.
- Benefits: Hybrid working, varied workload, and opportunities for skill development.
- Other info: Gain certifications and grow your career in a fast-paced environment.
- Why this job: Join a collaborative team and tackle exciting technical challenges.
- Qualifications: 2+ years IT support experience and strong troubleshooting skills.
The predicted salary is between 35000 - 45000 £ per year.
Are you an experienced IT support professional ready to take the next step in your career? Do you enjoy solving complex technical issues while delivering outstanding customer service, both remotely and face-to-face? We’re looking for a skilled Service Desk Engineer (2nd Line) to join our dynamic Service Delivery Team.
About the Role
As a 2nd Line Service Desk Engineer, you will be at the forefront of delivering high-quality technical support to our clients. You’ll handle escalated incidents, proactive monitoring alerts, and on-site visits, while helping to mentor and develop the 1st Line team.
Key Responsibilities
- Respond promptly to technical support requests via phone, email, and ticketing system
- Diagnose and resolve 2nd line and escalated tickets, as well as NOC monitoring alerts, within agreed resolution times
- Provide face-to-face technical support through pre-scheduled client site visits
- Accurately classify, prioritise, and document tickets with detailed notes throughout their lifecycle
- Keep clients and their IT teams regularly updated on ticket progress
- Identify recurring issues and contribute to permanent solutions
- Create and maintain technical documentation and knowledge base articles
- Deliver excellent customer service and a positive support experience at all times
- Manage your own ticket queue, triage effectively, and escalate where necessary
- Liaise with third-party vendors and partners to resolve complex issues
- Support, mentor, train, and develop the 1st Line Service Desk Analysts
- Stay up to date with the latest technologies and cyber security developments, and share knowledge with the team
- Achieve relevant Microsoft and technical certifications
What We’re Looking For
- Excellent customer service, telephone, and client-facing skills
- Minimum 2 years’ experience providing IT support across multiple technologies (MSP experience is highly desirable)
- Proven experience attending client sites and delivering face-to-face support
- Strong troubleshooting and support experience in the following technologies:
- Windows Server (on-premise and Azure)
- Active Directory (on-premise and Azure), Group Policy, Office 365, and SharePoint
- Microsoft Exchange
- Virtualisation technologies (Windows Virtual Desktop, Hyper-V, Virtual Machine Manager, vSphere)
- Backup and Disaster Recovery solutions
- Cyber-security tools and concepts (EDR, MFA, AV, incident response)
- Networking (TCP/IP, DNS, DHCP, LAN, WAN, Wireless, Switches, Routers)
- Windows OS, macOS, and Microsoft Office
- Mobile device configuration and support
What We Offer
- Hybrid working (3 days onsite, 2 days remote)
- Varied and interesting workload across multiple client environments
- Opportunities to develop your technical skills and gain certifications
- A supportive, collaborative team that values excellence in service delivery
If you’re a confident, customer-focused 2nd Line Engineer who enjoys both technical challenges and mentoring others, we’d love to hear from you.
Service Desk Engineer 2nd Line Top 10 MSP North London employer: THAMES 360
Contact Detail:
THAMES 360 Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Engineer 2nd Line Top 10 MSP North London
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by practising common questions and scenarios related to 2nd Line support. We recommend role-playing with a friend to get comfortable explaining your troubleshooting process and customer service approach.
✨Tip Number 3
Show off your skills! If you’ve got a portfolio of projects or certifications, bring them along to interviews. It’s a great way to demonstrate your technical expertise and passion for learning new technologies.
✨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 are proactive about their job search.
We think you need these skills to ace Service Desk Engineer 2nd Line Top 10 MSP North London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the job description. Highlight your IT support experience, especially in 2nd line roles, and don’t forget to mention any relevant technologies you’ve worked with.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for our Service Desk Engineer role. Share specific examples of how you've delivered excellent customer service and solved complex technical issues.
Show Off Your Technical Skills: In your application, be sure to showcase your troubleshooting abilities and familiarity with the technologies listed in the job description. Mention any certifications you have or are working towards, as we love to see a passion for learning!
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 from our team!
How to prepare for a job interview at THAMES 360
✨Know Your Tech Inside Out
Make sure you brush up on the specific technologies mentioned in the job description, like Windows Server, Active Directory, and Office 365. Be ready to discuss your hands-on experience with these tools and how you've used them to solve real-world problems.
✨Show Off Your Customer Service Skills
Since this role emphasises excellent customer service, prepare examples of how you've handled difficult situations or provided outstanding support. Think about times when you turned a frustrated client into a satisfied one – those stories will resonate well!
✨Prepare for Scenario-Based Questions
Expect questions that put you in hypothetical situations, like troubleshooting a complex issue or managing a high-pressure ticket queue. Practise articulating your thought process clearly, as they’ll want to see how you approach problem-solving.
✨Demonstrate Your Passion for Learning
This role values a proactive mindset and a passion for new technologies. Be ready to talk about any recent certifications you've pursued or personal projects that showcase your commitment to staying updated in the tech world.