2nd Line Service Desk EngineerUttoxeter, StaffordshirePermanent, full time.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 RoleAs 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.Day-to-day, 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 necessaryThe Benefits- Attractive remuneration packages (we prefer to talk face-to-face about your needs)- Benefits such as health insurance, tiered pension, childcare vouchers and mileage allowance- Perks including quarterly and annual staff awards, funded social events, referral bonuses, green travel scheme, discounted broadband, subsidised gym membership and complimentary sports tickets- Excellent learning and development opportunities- A focus on health, wellbeing, inclusivity and diversity- Hybrid and flexible working forming the keystones of our future workingWe 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.About YouTo 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 systemsExperience in the following systems and/or applications:- Microsoft Windows XP, Vista, 7, 8 and 10- Microsoft Office 2003, 2007, 2010, 2013 and 2016- Microsoft Office 365 Platform- Microsoft Windows Server 2003, 2007, 2010 and 2012- Microsoft Exchange Server 2003, 2007, 2010 and 2013You will also need:- Experience using Windows Backup software- Experience in setting up and supporting of mobile devices- Excellent customer service skills- Relevant IT qualifications- GCSEs in Maths and English or equivalentYou must have the ability to take part in an on-call rota covering weekends and the willingness to work outside normal working hoursExperience of supporting Sage Accounts and Payroll would be beneficial to your application, as would knowledge of networking. A valid driving licence would also be advantageous.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.Air IT are equal opportunities employers, value diversity and are 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. We look forward to hearing from you.