2nd Line IT Support Engineer

TieTalent; Leicester; On-site; GBP 30,000 - 50,000; Full time

Job summary

Join a forward-thinking Managed Service Provider as a 2nd Line Service Desk Engineer in Leicester. This dynamic role offers the chance to leverage cutting-edge technology while delivering exceptional IT support. You will be the first point of contact for client technical queries, ensuring efficient management of service tickets and meeting SLAs. With a focus on innovation and professional growth, this company fosters a strong culture that values your contributions. If you're passionate about IT and looking to advance your career, this is the perfect opportunity for you.

Qualifications

• 3+ years of experience as a Service Desk Engineer in an MSP.
• Strong diagnostic skills for hardware and software issues.
• Excellent written and verbal communication skills.

Responsibilities

• Act as the first point of contact for client technical queries.
• Provide escalation support for 1st Line Engineers.
• Ensure service tickets are managed efficiently.

Skills

Service Desk Engineering

Diagnostic Skills

Customer Service

Windows 10/11

Active Directory

Microsoft Azure

Office 365

Internet Security

Data Privacy Principles

Proactive Attitude

Tools

MacOS

VoIP Systems

Google G Suite

Box

Dropbox

Job description

About

Service Desk Engineer (2nd Line) – Leicester

Are you an experienced 2nd Line Service Desk Engineer looking for a dynamic role in a fast-growing and innovative MSP? We are representing an exciting opportunity with a forward-thinking Managed Service Provider that is reshaping the industry by leveraging cutting-edge technology and fostering a strong company culture. If you are passionate about IT support and delivering outstanding customer service, we’d love to hear from you!

The Role

As a 2nd Line Service Desk Engineer, you will:

1. Act as the first point of contact for client technical queries via phone, ticketing system, and online chat.
2. Provide escalation support for 1st Line Engineers.
3. Ensure all service tickets are managed efficiently, with clear communication to clients.
4. Meet Service Desk SLAs, including first-time resolution and customer satisfaction targets.
5. Work on a full-time office-based schedule in Leicester, with occasional travel to client sites in London for training and events.
6. Maintain the Service Knowledge Management System.
7. Participate in client and proactive projects to enhance IT service delivery.

What You’ll Need

To be successful in this role, you should have:

• At least 3 years of experience as a Service Desk Engineer, ideally within an MSP.
• A track record of resolving 2nd Line escalation requests.
• Strong diagnostic skills for hardware and software issues.
• Excellent written and verbal communication skills.
• The ability to prioritise and manage multiple cases simultaneously.
• A proactive attitude and ability to work autonomously.
• Strong knowledge of internet security and data privacy principles.
• Proficiency in Windows 10/11, MacOS, Active Directory, and Microsoft Azure.
• Experience supporting Office 365 applications (Outlook, OneDrive, SharePoint, Teams).
• Desirable: Knowledge of Google G Suite, Box, Dropbox, and VoIP systems.
• Eligibility to work in the UK.

If you’re looking to take the next step in your IT career with a company that values innovation and professional growth, apply now.

Nice-to-have skills

• MacOS
• Active Directory
• OneDrive
• Box
• Dropbox
• VoIP

Work experience

• Systems Administrator

Languages

• English