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- Tasks: Provide top-notch technical support and mentor the 1st Line team.
- Company: Join a leading Managed Service Provider in North London.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Dynamic team environment with potential for career advancement.
- Why this job: Solve complex tech issues and make a real difference for clients.
- Qualifications: Experience in IT support and strong problem-solving 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
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 in the IT world, especially those who work at companies you're interested in. A friendly chat can sometimes lead to job opportunities that aren't even advertised.
✨Tip Number 2
Show off your skills! When you get the chance, demonstrate your technical know-how during interviews or networking events. Bring examples of how you've solved complex issues in the past – it’ll make you stand out!
✨Tip Number 3
Don’t forget to follow up! After an interview or meeting, drop a quick thank-you email to express your appreciation. It keeps you fresh in their minds and shows your enthusiasm for the role.
✨Tip Number 4
Apply through our website! We’ve got loads of opportunities waiting for you. Plus, applying directly can sometimes give you a better shot at getting noticed by hiring managers.
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 highlights your experience in IT support, especially any 2nd line roles. We want to see how you've tackled complex technical issues and delivered great customer service, so don’t hold back on those examples!
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 your passion for solving problems and how you’ve helped clients in the past – we love a good story!
Show Off Your Technical Skills: In your application, be sure to mention specific technologies and tools you’re familiar with. We’re looking for someone who can hit the ground running, so let us know what you bring to the table!
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, we love seeing applications come in through our own channels!
How to prepare for a job interview at THAMES 360
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around 2nd line support. Be ready to discuss specific tools and technologies you've used, as well as how you've resolved complex issues in the past. This will show that you're not just familiar with the basics but can handle the nitty-gritty of the role.
✨Showcase Your Customer Service Skills
Since this role involves delivering outstanding customer service, prepare examples of how you've successfully managed client interactions. Think about times when you turned a frustrated customer into a satisfied one. This will highlight your ability to communicate effectively and maintain professionalism under pressure.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions during the interview. Practice how you would approach diagnosing and resolving specific technical issues or handling escalated tickets. This will demonstrate your problem-solving skills and your thought process when faced with real-world challenges.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the types of clients you'll be working with, or how success is measured in the role. This shows your genuine interest in the position and helps you determine if it's the right fit for you.