2nd Line Service Desk Engineer  

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 a 2nd Line Service Desk Engineer to join us, adding to our pool of knowledge and delivering great results for our clients. 

The Role 

As a 2nd Line Service Desk Engineer, you’ll be responsible for handling escalated service requests and supporting the Technical Team, ensuring client requests are handled quickly and efficiently. 

Working as part of a team of seven, you’ll swiftly handle incoming calls to the Service Desk, effectively prioritising tickets to ensure technical queries are resolved quickly and customers remain satisfied. 

Specifically, you will: 

  • Manage all technical cases effectively, ensuring clients are kept up-to-date with progress
  • Monitor the progress of any matters assigned to the Technical Team
  • Monitor clients’ IT systems via the monitoring software
  • Escalate matters in a timely manner if it becomes necessary

About You 

To join us as a 2nd Line Service Desk Engineer, you will need: 

  • Previous experience in an IT helpdesk support role
  • Knowledge and experience of various IT systems
  • Experience in the following systems and/or applications:
  • Microsoft 10
  • Microsoft Office 2019, 2022
  • Microsoft Office 365 Platform
  • Microsoft Windows Server 2019 and 2022
  • Microsoft Exchange Server 2019
  • Experience in setting up and supporting of mobile devices
  • Excellent customer service skills
  • Relevant IT qualifications
  • GCSEs in Maths and English or equivalent
  • UK driving license.

The Benefits 

  • Hybrid working options for a better work-life balance
  • 25 days annual leave plus bank holidays
  • Ongoing learning and development opportunities
  • Cycle to work scheme and technology vouchers 
  • Enhanced family leave
  • Celebration day - an additional day off each year to celebrate an occasion important to you
  • Salary sacrifice pension 
  • 2 paid volunteer days - We believe in the power of giving back to our communities and want to actively support employees efforts to make a positive impact
  • Company social events and competitions
  • Discount and Cashback Scheme
  • Group Income Protection
  • Life Insurance
  • EAP and Virtual GP Service

We are a team that radiates strength, constantly evolving ready for the next phase in our evolution. A big focus for us is growing together and we believe that fantastic opportunities for personal growth are key to this, offering job security, career progression, help and support. A sneak peek will show you that we also put an emphasis on the fun side of our business, celebrating the commitment and hard work our teams have put in. 

So, if you have experience in an IT helpdesk support role and knowledge and experience of various IT systems, this is your chance to get on board with an ambitious and successful business as we push on making a big impact in our industry sector. 

Other organisations may call this role 2nd Line Support Engineer, 2nd Line ICT Engineer, 2nd Line Technical Support Engineer, 2nd Line IT Support Engineer, Network Support Engineer, or IT Support Technician.



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