Service Desk Engineer - 2nd Line

Service Desk Engineer - 2nd line

Up to 43,000 plus shift allowance and excellent benefits

Milton Keynes, office based.

Shifts are 4 on 4 off: 7am-7pm and 7pm-7am. (This is likely to be a pattern of days & nights)

As a Service Desk Engineer, you will be part of our client's UK Technical Services Team and will be responding to a variety of incidents and service requests across Storage, Network, Virtualisation, Backup, DR, and Microsoft technologies.

This is a true Generalist role, predominantly involving 2nd line activities, while also being client-facing. You will respond to system events, availability and capacity issues, in addition to troubleshooting and problem-solving incidents raised by external customers.

The ability to communicate effectively with clients and manage technical queries and events in line with customer-specific SLA/KPIs is essential. You will work as part of a multi-disciplined team with both vendor and structured training provided, with the objective of holding the following vendor certifications (CCNA/VCP/NCDA) within the first 12 months.

As a Technical Services Engineer, some of your duties will include:

1. Monitor, categorize, and set priority of incoming tickets (incident, problem, request).
2. Manage your daily schedule by working through service dashboards and prioritizing tickets.
3. Event monitoring and perform initial triage on Network, Compute, Storage, VMware, Backup & DR infrastructure.
4. Communication with customers as required; keeping them informed.
5. Identify trending and patterns to initiate Problem Management.
6. Support of Internal IT onboarding.

What are we looking for?

1. MSP experience in a technical support or similar role.
2. Good knowledge of VMware/Horizon/VDI or equivalent.
3. Familiar with all Microsoft technologies - Desktop OS, Server OS, Hyper-V, Active Directory, Exchange.
4. Background in Cloud technologies - Azure, Microsoft 365, AWS.
5. Experience of working within a Managed Services environment or a similarly structured (ITIL) based organization.
6. One of CCNA, VCP, NCDA is desirable.
7. Excellent interpersonal, oral, and written communication skills.
8. Can-do attitude and willingness to collaborate; team player mindset.

Please be aware this advert will remain open until the vacancy has been filled. Interviews will take place throughout this period, therefore we encourage you to apply early to avoid disappointment.

Tate is acting as an Employment Business in relation to this vacancy.

Tate is committed to promoting equal opportunities. To ensure that every candidate has the best experience with us, we encourage you to let us know if there are any adjustments we can make during the application or interview process. Your comfort and accessibility are our priority, and we are here to support you every step of the way. Additionally, we value and respect your individuality, and we invite you to share your preferred pronouns in your application.