2nd Line IT Support Engineer
On site
Leicester, United Kingdom
£ 34,000 / year
Full Time
31-03-2025
Job Specifications
Service Desk Engineer (2nd Line) – Leicester – Office-Based
Salary: £28,000- £34,000 (depending on experience)
Hours: Monday to Friday
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:
Act as the first point of contact for client technical queries via phone, ticketing system, and online chat.
Provide escalation support for 1st Line Engineers.
Ensure all service tickets are managed efficiently, with clear communication to clients.
Meet Service Desk SLAs, including first-time resolution and customer satisfaction targets.
Work on a full-time office-based schedule in Leicester, with occasional travel to client sites in London for training and events.
Maintain the Service Knowledge Management System.
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 both 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!
About the Company
At Connect IT, we're all about crafting custom tech recruitment solutions that perfectly fit the unique needs of today's fast-paced digital world. We're more than just recruiters – we're your growth buddies! We believe in creating partnerships that not only shape the future of work but also ensure both candidates and clients flourish in today's ever-changing world. Let's team up and make success happen together! Are you curious to find out more? Connectgroup.ai Hello@connectgroup.ai Connect, Select & Hire with Connect... Know more
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