2nd Line Service Desk engineer

About AabyssAabyss exists to enable and support organisations with technology, empowering them to grow and fulfil their goals. Our niche is in IT Security & Support, and we’re driven by a culture that values going the extra mile, being willing to help, and staying eager to learn and develop. We challenge comfortably, pushing boundaries to find better ways forward, and we do so with a proactive, passionate spirit that puts people first. If you’re ready to join a team that thrives on excellence, growth, and genuine collaboration, we’d love to hear from you.Core ValuesWILLING to HELP – We\'re ready to assist our colleagues, our clients, or anyone in need. We have a proactive attitude towards supporting others, ensuring everyone achieves their goals.Go the EXTRA MILE – We have a positive and energetic approach to tasks, going beyond what is expected. We enthusiastically put the effort and dedication in to achieve outstanding results, and have genuine passion for our work.Comfortable CHALLENGING – We have the confidence to question and improve processes, ideas or decisions. We respectfully push boundaries and see better ways to achieve excellence without fearing conflict.Eager to LEARN & DEVELOP – We have a continuous desire for personal and professional growth. We actively seek new knowledge, skills and experiences to stay ahead and contribute more effectively to the team and the business.About the RoleWe are looking for a passionate and knowledgeable individual to join our team in a dynamic second-line support role. You will deliver exceptional technical service, troubleshooting, and solutions to a varied client base across a wide range of advanced IT environments. Role: Second Line IT Support, Service Desk EngineerAs a 2nd Line Engineer, you will play a key role in resolving complex IT incidents and service requests, acting as the escalation point for our Service Desk team. With your strong technical skills and focused approach, you will ensure our clients’ IT infrastructure runs smoothly and securely, maintaining high customer satisfaction at all times.You will work directly with clients and internal teams, providing remote and on-site support for critical issues. Within our fast-paced managed services environment, you will demonstrate excellent analytical and problem-solving abilities, handling multiple tasks and priorities with professionalism.ResponsibilitiesAct as an escalation point for complex technical incidents and service requests from 1st Line Engineers, ensuring timely and complete resolutionsTroubleshoot and resolve advanced issues with endpoints, networks, Microsoft 365, servers, cloud services, security, and a variety of business applicationsDeliver on-site and remote technical assistance, maintaining clear and professional communication with all clientsDocument incidents, changes, and solutions accurately in our ticketing system to support knowledge sharing and complianceAssist with the onboarding of new clients and deployment of new solutions, carrying out network and system configurations as requiredContribute to technical documentation, procedures, and guidelines to improve team efficiency and client self-serviceSupport successful remediation of vulnerabilities, installations, upgrades, migrations, and 3rd line escalations where appropriateExperience & Skills3+ years’ IT support experience, ideally within a managed services provider (MSP) or fast-paced IT teamStrong troubleshooting knowledge of Microsoft 365 (Exchange, Teams, SharePoint, Intune, EntraID) and endpoint managementGood understanding of networking fundamentals: firewalls, switches, wireless, VPN and VLAN configurationAbility to implement and support Microsoft Modern Workplace environmentsExperience with cloud services, backup and disaster recovery solutions, and a range of business technologies (e.g., Azure, Hyper-V, Watchguard Firewalls, Meraki equipment, 3CX, Datto RMM, Autotask)Commercially aware, with a keen eye for efficiency and security best practice in client IT operationsProfessional qualifications or certifications (compTIA, Microsoft, Cisco, etc.) desirable, or willingness to work toward themExcellent communication skills, able to collaborate with colleagues and clients of all technical backgrounds in a professional and respectful mannerOpportunities for Professional DevelopmentWork alongside experienced technical experts and gain exposure to enterprise-grade technologiesOpportunities for sponsored training, certification, and ongoing personal growth within the teamChance to develop project skills and take on more complex technical challenges as part of your ongoing roleBenefits – Inclusive & Flexible Working25 days holiday plus bank holidays (33 days)Company profit share scheme (in addition to salary)Private medical insuranceCompany contributory pension schemeWork from home flexibilityFlexibility of working hoursCycle to Work schemeIf you thrive in a collaborative environment, respond quickly to challenges, and are committed to delivering top-tier support, we welcome your application to join our team as a 2nd Line Engineer. #J-18808-Ljbffr