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Service Desk Engineer 1st/2nd line

2 months ago

Grantham, United Kingdom Datcom Full time

We are currently recruiting for an experienced Service Desk Engineer, who has up-to-date Microsoft certifications. We are looking for both 1st line, and 2nd line engineers who have MSP experience to join our growing team.


With an expanding client portfolio, you will be part of a team providing high-quality support to multiple clients within a designated team in a fast-paced environment. This role acts as an escalation point to our junior analysts and works closely with our project team for further escalation of tickets. We are looking for someone who wants to progress technically and eventually move into a role providing leadership for a technical team.


This role is available in traditional office-based or hybrid models working from our base in Grantham. We will require you to travel to customer sites as needed and be available for our extended hours support rota.


The role involves:

  • Remote support to a designated set of clients. Answering and dealing with support calls promptly, triaging tickets to other team members where necessary.
  • On-site support and installations.
  • Taking ownership of assigned tickets.
  • Ensuring all technical work is carried out within SLA. Escalation of tickets where necessary through the agreed channels.
  • Managing and prioritising own workload.
  • Accurate asset record management.
  • Identifying documentation requirements and creating knowledge base articles where necessary.
  • Identifying repeat issues and proactively working to resolve them.
  • Working to our values, treating customers with the upmost respect and going above and beyond to ensure the customer experience is excellent.
  • Rota based extended hours support (on call).


To be considered for this role, you must have experience with the following tech stack:

  • Up to date Microsoft certifications
  • Windows Desktop support, Server support and maintenance
  • Active Directory administration
  • Group policy administration
  • Microsoft 365 and Microsoft Azure support and maintenance.
  • Microsoft Endpoint Manager.
  • VMware vSphere and Horizon.
  • Network support on routers, switches, firewalls and other networked devices.
  • Software support for end-user applications.
  • PowerShell.