Job Title: Service Desk Engineer (2nd Line)

Location: London
Working Hours: 08:00 – 16:00, 09:00 – 17:00, 10:00 – 18:00 
Salary Range: £28,000 - £35,000
Holiday Entitlement: 20 days (+1 for each year of service)

Hybrid working: 2-3 days in the London-based office.

Job Purpose:
We are seeking a motivated 2nd Line Support Engineer to join an expanding service desk team. This role involves providing both remote and onsite support to clients in London. As a 2nd Line IT Engineer, you will be a crucial part of the IT team, handling escalated technical issues, ensuring system reliability, enhancing security, and optimizing IT services for a diverse and growing client base. The ideal candidate will have experience in a busy service desk environment, a commitment to delivering exceptional customer service, and a desire to further their knowledge and skills.

Key Responsibilities:

• Manage and resolve Service Desk incident tickets, acting as an escalation point.
• Follow customer and internal processes for request tickets.
• Visit client sites to conduct IT Surgery days and troubleshoot issues.
• Continuously learn and adapt to new technologies, with a focus on achieving industry certifications.

Required Experience:

• At least 2 years of experience in an IT support role.
• At least 2 years of experience in network management and support.
• Strong troubleshooting skills for Windows desktop systems.
• A passion for IT and networking.
• Excellent communication skills with a customer-focused approach.
• Ability to work effectively as part of a team.
• Willingness to learn and adapt to evolving technologies.

Desirable Qualifications and Experience:

• Cisco CCNA or CCNP certifications.
• Microsoft 365, Azure, or Security certifications.
• CompTIA A+ or CompTIA Network+ certifications.
• Experience with Microsoft 365, InTune, Azure administration, Microsoft Teams administration, Windows Desktop Operating Systems, Apple OS and Apple Mac support, Microsoft Office Suite, laptop/desktop and thin client support, backup technologies (Acronis), Microsoft Server 2008 – 2016, Exchange/AD Management/MS365, Cisco Networking, Fortinet Networking, and Ubiquity Networking.

Benefits:

• Competitive salary and benefits package.
• Supportive and collaborative work environment
• Flexible working hours.
• Company-funded exams and training.
• Employee pension.
• Exposure to exciting new technology.
• Personal development plans designed to support career progression.