2nd Line service desk

6 days ago

Lincoln, United Kingdom Air IT Full time

2nd Line Service Desk / Field Engineer Location : Lincoln Are you a skilled IT professional with a passion for solving technical challenges and delivering exceptional client service? We’re looking for a 2nd Line Field Engineer to join our dynamic team, providing on‑site and remote support while acting as an escalation point for our Service Desk Engineers. Key Responsibilities Deliver technical support to clients both on‑site and remotely. Act as an escalation point for Service Desk Engineers, ensuring issues are resolved efficiently. Install, maintain, and troubleshoot hardware / software in line with company standards. Reconfigure systems and perform upgrades as required. Prioritise and respond to technical queries to meet KPIs and customer expectations. Log all activity in the CRM system following established procedures. Maintain accurate and up‑to‑date client site documentation. Participate in out‑of‑hours support on a rota basis. Uphold information security standards in line with our ISMS policies. Proactively develop your technical skills through self‑study. Manage your support queue professionally, resolving calls in line with SLAs. Build strong relationships with clients and team members. Recommend improvements to client systems and services to enhance performance and service delivery. Qualifications & Experience Proven experience as a Service Desk Engineer. Strong knowledge of Microsoft Windows Server / Desktop environments. Experience with Microsoft 365, Backup / DRaaS, Azure Active Directory & IaaS. Understanding of networking technologies (TCP / IP, Firewall, Routing / Switching). Excellent customer service and communication skills. Valid UK driving licence. Benefits Hybrid working options for better work‑life balance 25 days annual leave + bank holidays Ongoing learning and development opportunities Cycle to work scheme & technology vouchers Enhanced family leave Celebration day – an extra day off to mark a special occasion Salary sacrifice pension 2 paid volunteer days to give back to your community Company social events & competitions Discount and Cashback Scheme Group Income Protection & Life Insurance EAP and Virtual GP Service Why Air IT? At Air IT, we’re more than just an employer – we’re a family. We celebrate diversity and are committed to equal opportunities for all. Join us in creating an inclusive environment where your work can truly shine. Ready to make a difference? Apply now and be part of something extraordinary. Apply Now #J-18808-Ljbffr

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