2nd Line Service Desk Engineer - MSP

JR United Kingdom; Grantham; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

Une entreprise dynamique de service d'assistance basée à Grantham recherche un Ingénieur de Service Desk de 2ème ligne expérimenté. Le candidat idéal possède des certifications Microsoft actuelles et est capable de gérer le support client dans un environnement rapide. Ce rôle comprend la gestion des tickets de support, des relations clients, et la mise en place de meilleures pratiques pour améliorer l'expérience client. L'engagement professionnel et la proactivité sont essentiels pour réussir dans ce poste.

Qualifications

• Posséder un permis de conduire UK et un véhicule.
• Expérience en support Windows, maintenance et administrant des systèmes.
• Certifications Microsoft à jour requises.

Responsibilities

• Gérer et résoudre les tickets de support client rapidement.
• Construire et maintenir de bonnes relations avec les clients.
• Documenter exactement les interactions clients et les résolutions.

Skills

Client support

Client relations

Documentation

Continuous improvement

Scheduling

Education

Up to date Microsoft certifications

Tools

Windows Desktop support

Server support

Active Directory administration

Microsoft 365

VMware vSphere

Network support

Job description

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2nd Line Service Desk Engineer - MSP, grantham

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Client:

Datcom

Location:

grantham, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Views:

9

Posted:

06.06.2025

Expiry Date:

21.07.2025

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Job Description:

We are currently recruiting for an experienced 2nd Line Service Desk Engineer, who has up-to-date Microsoft certifications and has MSP experience to join our growing team, based in Lincoln.

With an expanding client portfolio, you will be part of a team providing high-quality support to multiple clients within a designated team in a fast-paced environment. This role also assists the account management team with account meetings, projects, complaints, sales and other related tasks. The role requires a proactive approach, excellent customer services.

This role is available in traditional office-based or hybrid models working from our base in Grantham, Lincolnshire. We will require you to travel to customer sites as needed and be available for our extended hours support rota.

The role involves:

• Client support. Serve as the main point of contact for clients, managing and resolving support tickets and queries promptly.
• Client relations. Build and maintain strong relationships with clients to ensure high levels of client satisfaction and retention.
• Assist with client meetings onsite and remote, project coordination and implementation, complaint handling and supporting relationships.
• Documentation. Maintain accurate records for client interactions, support tickets and resolutions. Provide regular reports on client support activities.
• Continuous improvement. Identify opportunities for process improvements and contribute to the development of best practices in client support.
• Pod development. Present ideas to develop pod operations with the view of improving client experience.
• Schedulling. Ensure the scheduling queue is checked daily and actioned and the installation manuals and tech specs are added to the installation tickets.

To be considered for this role, you must have experience with the following tech stack:

• Have a full UK licence and own vehicle
• Up to date Microsoft certifications
• Windows Desktop support, Server support and maintenance
• Active Directory administration
• Group policy administration
• Microsoft 365 and Microsoft Azure support and maintenance.
• VMware vSphere and Horizon.
• Network support on routers, switches, firewalls and other networked devices.
• Software support for end-user applications.