2nd Line Service Desk Engineer - MSP

Datcom; Lincoln; Hybrid; GBP 28,000 - 35,000; Full time

Job summary

A growing IT services company in Lincoln is seeking a 2nd Line Service Desk Engineer. The role involves providing client support, managing support tickets, and maintaining strong client relationships. Flexibility for traditional or hybrid work models is offered, along with travel to customer sites as needed. Candidates should have up-to-date Microsoft certifications and strong technical skills in various IT areas.

Qualifications

• Up-to-date Microsoft certifications required.
• Full UK driving license and own vehicle needed.

Responsibilities

• Manage and resolve support tickets and queries promptly.
• Build and maintain strong client relationships.

Skills

Customer Service

Active Directory administration

Microsoft 365 and Azure support

Network support

PowerShell scripting

Tools

VMware vSphere

Windows Desktop and Server support

Job description

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Head of Talent | Neurodiversity Champion | Driving Inclusive, Future-Ready Workforces

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

With an expanding client portfolio, you will support multiple clients within a fast-paced environment. The role includes assisting the account management team with meetings, projects, complaints, sales, and related tasks. A proactive approach and excellent customer service skills are essential.

This position offers flexibility with traditional office-based or hybrid work models from our base in Grantham, Lincolnshire. Travel to customer sites as needed and availability for extended hours support rota are required.

Responsibilities include:

• Client support: managing and resolving support tickets and queries promptly.
• Client relations: building and maintaining strong relationships to ensure satisfaction and retention.
• Supporting client meetings onsite and remote, project coordination, complaint handling, and relationship support.
• Maintaining accurate records of interactions, support tickets, and resolutions; providing regular activity reports.
• Identifying process improvement opportunities and contributing to best practices in client support.
• Developing pod operations to enhance client experience.
• Checking the scheduling queue daily, actioning tickets, and updating installation manuals and technical specifications.

Required tech skills:

• Full UK driving license and own vehicle
• Up-to-date Microsoft certifications
• Windows Desktop and Server support and maintenance
• Active Directory administration
• Group Policy administration
• Microsoft 365 and Azure support
• VMware vSphere and Horizon
• Network support (routers, switches, firewalls)
• End-user application support
• PowerShell scripting

Additional details:

• Seniority level: Associate
• Employment type: Full-time
• Job function: Information Technology
• Industries: Accounting, IT Services, and IT Consulting

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