Service Desk Engineer - 2nd Line

Service Desk Engineer - 2nd line

Up to £43,000 plus shift allowance and excellent benefits

Location: Milton Keynes, office based.

Shifts: 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, 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 focused on 2nd line activities, while still being very much client-facing. Responsibilities will include responding to system events, availability and capacity issues, as well as troubleshooting and problem-solving incidents raised by external customers.

Effective communication with clients and managing technical queries 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.

Key Responsibilities:

• Monitor, categorize, and set priority of incoming tickets (incident, problem, request)
• Manage your daily schedule by working through service dashboards and prioritizing tickets
• Event monitoring and performing initial triage on Network, Compute, Storage, VMware, Backup & DR infrastructure
• Communicate with customers as required; keeping them informed
• Identify trends and patterns to initiate Problem Management
• Support of Internal IT onboarding

What We Are Looking For:

• MSP experience in a technical support or similar role
• Good knowledge of VMware/Horizon/VDI or equivalent
• Familiarity with all Microsoft technologies - Desktop OS, Server OS, Hyper-V, Active Directory, Exchange
• Background in Cloud technologies - Azure, Microsoft 365, AWS
• Experience working within a Managed Services environment or a similarly structured (ITIL) based organization
• One of CCNA, VCP, NCDA is desirable
• Excellent interpersonal, oral, and written communication skills
• 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.