Tier 2 Service Desk Engineer

Evolve Personnel; West Midlands Combined Authority; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A managed IT services provider is seeking a Tier 2 Service Desk Engineer in the West Midlands. The role involves providing technical support, troubleshooting complex IT issues, and working in a dynamic environment with opportunities for career progression. Candidates must have experience in an MSP environment, strong troubleshooting, and networking skills. The company offers benefits like flexible working, a pension scheme, and team activities.

Benefits

20 days annual leave plus bank holidays

Hybrid working after 6-month probation

Pension scheme

Career progression opportunities

Company socials

Football industry exposure

Community and Charity Involvement

Qualifications

• Proven experience in an MSP environment is essential.
• Strong technical troubleshooting skills.
• Experience in networking and infrastructure support.
• Excellent communication and problem-solving skills.

Responsibilities

• Provide Tier 2 technical support, troubleshooting IT queries.
• Support customers across multiple industries.
• Collaborate with Tier 1 engineers and escalate to Tier 3 when needed.
• Assist with networking tasks and infrastructure support.

Skills

Technical troubleshooting

Networking support

Customer-focused approach

Communication skills

Tools

Windows Server

Active Directory

Office 365

Microsoft Exchange

VMware

Hyper-V

RMM tools

Job description

Overview

Our well established client is looking to expand their Service Desk with a Tier 2 Engineer. You must have experience working with a Managed Service Provider.

Are you an experienced tier 2 Service Desk Engineer who is looking for an exciting new opportunity to join our client who are continuing to grow with progression opportunities within their technical team? Our client is a growing family-run business, providing managed IT services to a diverse range of customers across the whole of the UK and globally, including America, China, Italy, and Dubai. They take pride in a strong company culture, investment in technology, and commitment to supporting their team's professional growth.

The Role

We are looking for an experienced Tier 2 Service Desk Engineer to join a growing team. The successful candidate must have experience working in a Managed Service Provider (MSP) environment and be comfortable dealing with a wide variety of IT challenges, including networking. This role is an excellent opportunity to work with a diverse client base, ranging from corporate businesses to football clubs, where technology plays a crucial role in their operations.

Benefits

• Holidays: 20 days annual leave + bank holidays + 3 extra days at Christmas
• Flexible working: After 6-month probation, hybrid working (3 days in office, 2 days from home)
• Pension scheme
• Career progression opportunities: Technical team of eighteen with pathways to advance within Tier 3, field engineering, and specialist roles.
• Company socials: Team activities such as go-karting, NQ64 gaming bar nights, charity quiz nights, Christmas parties.
• Football industry exposure: Investment in football clubs, early access to cutting-edge VR, digital displays, tills, hospitality, venue technology etc.
• West Bromwich hospitality box access for employees.
• Community and Charity Involvement

Key Responsibilities for the Tier 2 Service Desk Engineer

• Provide Tier 2 technical support, troubleshooting issues and resolving complex IT queries.
• Support a diverse range of customers across multiple industries.
• Work closely with Tier 1 engineers and escalate issues to Tier 3 when necessary.
• Assist in networking tasks and infrastructure support.
• Time and a half if you are working matchdays.
• Work collaboratively with the wider technical team, including field engineers.
• Participate in knowledge sharing to help up skill members of the team.
• Ensure timely and professional communication with clients

Requirements for the Tier 2 Service Desk Engineer

• Proven experience in an MSP environment is essential.
• Strong technical troubleshooting skills.
• Experience in networking and infrastructure support.
• Proficiency with Windows Server, Active Directory, Office 365, and Microsoft Exchange.
• Experience with virtualisation technologies such as VMware or Hyper-V.
• Knowledge of firewalls, routers, and switches.
• Experience with remote monitoring and management (RMM) tools.
• Familiarity with backup and disaster recovery solutions.
• Ability to work independently and as part of a team.
• Excellent communication and problem-solving skills.
• A proactive and customer-focused approach.
• Flexible to attend match day on site response, which will be paid at time and a half.

This is an exciting opportunity to be part of a dynamic and innovative business that values its employees and provides fantastic career progression.