We are a thriving, vibrant and mature managed technology services provider, offering comprehensive support and infrastructure solutions to a diverse client base of long-standing, sizeable customers with whom we share an intimate relationship. Our mission is to provide first-class Managed Technology services, whilst ensuring the protection and availability of our clients’ corporate data.
2nd Line IT Service Desk Engineer - MSP | Virtualisation (VMWare), Networking (Cisco) Azure
Manchester M1 | £23,000 – £28,000, depending on experience, including bonus scheme and benefits
We promote a culture where dedication and hard work is rewarded, where diligence, trust, loyalty and commitment remain central to our ethos, and where self-discipline and the pursuit of excellence sets us apart from our competition.
We are a “work hard, play hard” and transparent place to work and we encourage all our employees to support and help each other when needed, as well as to have the self-confidence to seize the initiative when necessary.
Our 2nd Line Team
The 2nd Line IT Service Desk Engineer Role:
Reporting to the 1st & 2nd Line Team Leader, the main responsibility is providing 2nd line technical support within the Microsoft operating system & application arena along with essential general system administration tasks.
Working as part of a close team, the role is based on telephone call handling and resolving technical support tickets on a busy Service Desk. There may also be opportunity to assist the business in delivering new projects and technologies to our clients.
The role is focused upon day to day delivery of technical support, which needs to be completed in an effective, timely manner, to client specific SLAs with attention to detail and accuracy. The nature of our business requires a broad range of technical knowledge, flexibility, common sense and initiative. While the specific content of your role is clearly defined, this may evolve over time and needs a proactive, flexible and hands on approach to duties.
The diversity and range of technologies we support for our clients make us a fantastic place to grow your technical skills.
We expect the candidate to have 2+ years’ experience and be confident working in the following areas:
+ Microsoft Desktop, 2+ years’ experience
+ Administering & supporting VMWare ESXi / Hyper-V Environment
+ Administering & supporting VOIP technologies, 3CX is an advantage
+ Administering & supporting Microsoft Windows Server 2008/2012/2016
+ Administering & supporting Office365
+ Administering & supporting Microsoft Exchange 2007/2010/2016
+ Networking Experience (routers, switches & firewalls)
+ Network Administration & Data Backup Technologies
+ General Networking Support & DNS
+ Superior Customer Service and communication Skills, written and orally
Hours of work:
The 2nd line Service Desk currently operate a shift pattern from 07:30 to 20:00 Monday to Friday. A requirement of this role is to participate in being on-call out of UK Service Desk hours. This comes with a standard on-call payment for each on-call shift, plus overtime for hours worked, and is scheduled as part of a weekly on-call rota. A reward scheme is currently in operation to reward positive feedback through customer surveys following ticket completion.
Remuneration & Company Benefits:
We offer a number of benefits, following a successful probation period. We offer a fantastic team-working environment geared towards promoting ideas and delivering solutions to our clients. We consistently look to develop and train our staff to provide the best possible support to our clients and therefore providing opportunity for career growth.
+ £23,000 – £28,000, depending on experience.
+ Annual Bonus (subject to performance)
+ Private Medical
+ Group Pension (3% contributor)
+ Life Insurance
+ Annual incentive trip (subject to target achievement)
+ Rewards scheme for top performers
Your Background / Previous Roles May Include:
1st Line IT Support, 2nd Line IT Support, IT Engineer, IT Helpdesk Engineer, IT Service Desk Engineer, IT 2nd Line Help Desk Engineer.
Interested? Apply here for a fast-track path to the Hiring Manager
If you have any pre-application questions please contact us first quoting the job title & ref. Good luck, Team RR.
DOE + bonus scheme + benefits