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2nd Line Service Desk Engineer

4 months ago

Wetherby, United Kingdom Air IT Full time

2nd Line Service Desk Engineer

We’re Air IT, an incredible MSP with the history and expertise to provide an amazing array of services and a bright future ahead of us. 

We’ve grown a lot since our beginning back in 2005. We’re proud to have brought together nine leading companies as a family, with more on the horizon. Now, with an office presence across the UK, we are extremely honoured to have been recognised with a range of regional, national and industry awards for growth, innovation, dedication and success throughout our journey. 

Excited for our future, we’ve got a great mission and vision and a clearly defined strategy to empower our teams and make sure we can bring out the best in our people to provide unrivalled IT and Cyber Security support, solutions and services to local SMEs, nationwide. And this is where you come in. 

We’re now looking for a 2nd Line Service Desk Engineer to join us, adding to our pool of knowledge and delivering great results for our clients. 

The Role 

As a 2nd Line Service Desk Engineer, you’ll be responsible for handling escalated service requests and supporting the Technical Team, ensuring client requests are handled quickly and efficiently. 

Working as part of a team of seven, you’ll swiftly handle incoming calls to the Service Desk, effectively prioritising tickets to ensure technical queries are resolved quickly and customers remain satisfied. 

Specifically, you will: 

Manage all technical cases effectively, ensuring clients are kept up-to-date with progress Monitor the progress of any matters assigned to the Technical Team Monitor clients’ IT systems via the monitoring software Escalate matters in a timely manner if it becomes necessary

About You 

To join us as a 2nd Line Service Desk Engineer, you will need: 

Previous experience in an IT helpdesk support role Knowledge and experience of various IT systems Experience in the following systems and/or applications: Microsoft 10 Microsoft Office 2019, 2022 Microsoft Office 365 Platform Microsoft Windows Server 2019 and 2022 Microsoft Exchange Server 2019 Experience in setting up and supporting of mobile devices Excellent customer service skills Relevant IT qualifications GCSEs in Maths and English or equivalent UK driving license.

The Benefits 

Attractive remuneration packages Flexible, hybrid working 25 days annual leave + bank holidays with the option to buy and sell up to 5 days. Private medical insurance or the option to buy into scheme. Free flu jabs Perks including quarterly and annual staff awards, funded social events, referral bonuses. Excellent learning and development opportunities Green travel scheme Technology vouchers