2nd Line Service Desk Engineer

Job Title: 2nd Line Service Desk EngineerLocation: LondonReporting to: Service Desk Team Leader Purpose: To deliver 2nd line technical support in a service desk environment supporting multiple clients, acting as an escalation point for other service desk engineers. You will build excellent customer relationship through customer knowledge and ensure technical documentation is meticulous and that continued support is streamlined as much as possible. Duties and Responsibilities: Answer incoming calls to the Service Desk, logging and actioning in CRM following established Service Desk procedures. Diagnose and resolve technical issues, escalating as and when required to resolve client queries. Install, maintain and troubleshoot client hardware/software in line with company standards; reconfiguring and performing system upgrades as required. Respond appropriately to technical queries raised through effective prioritisation to meet KPIs and customer service expectations. Respond to escalations from 1st line Service Desk Engineers by offering support and technical assistance to resolve client queries. Log and action all activity within the CRM system following established Service Desk procedures. Maintain and update accurate client site documentation. Provide out-of-hours support to our clients on a rota basis. Maintain information security by complying with the company’s Information Security Management System (ISMS) and all relevant policies. Manage your support queue professionally and efficiently, prioritising and resolving calls in line with SLAs whilst maintaining a high degree of customer service. Keep up to date with current technologies as used by Air IT and its clients. Maintain a healthy and interactive relationship with your team members and clients. Propose improvements to client systems and services to continentally improve their systems and the services. Assist junior members of the team with their tickets and mentor/coach. Qualifications, Knowledge and Experience: Demonstrable experience as a Service Desk Engineer. Demonstrable knowledge and support with Microsoft Windows Server / Desktop Environments. Experience with Microsoft 365, Backup/DRaaS and related technologies, Azure Active Directory & IaaS. Knowledge of Networking technologies (TCP/IP, Firewall, Routing/Switching). Knowledge of InTune & Conditional Access Technologies and Mimecast email security. Current and valid UK driving licence. Minimum experience 2 years. What’s In It for You? We offer a competitive salary, professional development opportunities, and the chance to work in a collaborative and innovative environment. With us, you’ll play a pivotal role in shaping the future of IT services while growing your career in a high‑energy, rewarding role. Joining our team comes with its perks: Hybrid working options for a better work‑life balance. 25 days annual leave plus bank holidays. Ongoing learning and development opportunities. Cycle to work scheme and technology vouchers. Enhanced family leave. Celebration day – an additional day off each year to celebrate an occasion important to you. Salary sacrifice pension. 2 paid volunteer days – We believe in the power of giving back to our communities and want to actively support employees efforts to make a positive impact. Company social events and competitions. Discount and Cashback Scheme. Group Income Protection. Life Insurance. EAP and Virtual GP Service. Why Join Us? This is your chance to work alongside an inspiring leadership team in an organisation that values efficiency, collaboration, and innovation. You’ll gain exposure to high‑level operations and contribute to the success of a thriving company. #J-18808-Ljbffr