2nd Line Service Desk Engineer
Uttoxeter
Full time, permanent

We’re Air IT, an incredible MSP with the history and expertise to provide an amazing array of services and a bright future ahead of us.

We’ve grown a lot since our beginning back in 2005. We’re proud to have brought together nine leading companies as a family, with more on the horizon. Now, with an office presence across the UK, we are extremely honoured to have been recognised with a range of regional, national and industry awards for growth, innovation, dedication and success throughout our journey.

Excited for our future, we’ve got a great mission and vision and a clearly defined strategy to empower our teams and make sure we can bring out the best in our people to provide unrivalled IT and Cyber Security support, solutions and services to local SMEs, nationwide. And this is where you come in.

We’re now looking for 2nd Line Service Desk Engineer to join our team and help us deliver great results for our clients.

Our ideal candidate will be an experienced 2nd Line Technical Support Engineer from an IT Managed Service Provider background, a motivated, natural problem solver with the ability to work in a fast-paced environment. A passion for technology and providing outstanding customer service is essential.

Key responsibilities:

- Supplying a high standard of customer service in line with Air IT’s standards
- Owning, managing and resolving 2nd Line incidents, completing requests and change requests in line with our SLA’s
- Acting as a technical lead in a major incident or priority 1 situation
- Providing an escalation point for 1st Line Service Desk Engineers
- Delivering against our KPI’s
- Effective prioritisation and workload management
- Ensure adherence to our Change Management Process
- Identifying opportunities for improvement both technically and in processes
- Work in accordance with company values, policies, procedures and standards

Skills / Attributes Required:

- 2 years demonstratable experience in a similar role
- Clear and confident communicator at all levels and abilities
- A proven problem solver
- Able to deliver and troubleshoot complex technical solutions
- Strong documentation skills
- Adaptable & flexible
- Good time management and prioritisation skills

Good technical knowledge in:

- Windows Server
- Active Directory
- Office 365
- Azure

Basic technical knowledge in:

- Hypervisor
- Vcloud
- Vsphere
- Sharepoint
- OSx Operating Systems
- Linux
- Networking
- Firewalls
- PC & Server hardware

Qualifications / Certifications

Essential:

- MCSA

Desired:

- ITIL foundation
- MCITP: Server Administrator or MCSE: Windows Server
- CCNA

What we can offer you in return for your hard work and dedication:

- Health insurance, tiered pension, and mileage allowance
- Quarterly and annual staff awards
- Funded social events
- Referral bonuses
- Bike to work scheme
- Hybrid working
- Excellent learning and development opportunities
- A focus on health, wellbeing, inclusivity and diversity
- Social and community events

Other organisations may call this role Helpdesk Engineer, Service Desk Engineer, IT Support Engineer, IT Support Analyst, 2nd Line Engineer, 2nd Line Support Engineer, or 2nd Line Helpdesk Engineer.

Air IT is an equal opportunities employer, values diversity and is strongly committed to providing equal employment opportunities for all. We believe this is the only acceptable way to conduct business and the more inclusive our environments are, the better our work will be.

So, if you’re seeking your next challenge as a 2nd Line Service Desk Engineer, please apply via the button shown.