2nd Line Service Desk Engineer

Are you ready to embark on an exciting journey with a forward-thinking MSP that values flexibility, growth, and innovation? At Air IT, we're not just about providing top-tier IT and Cyber Security support – we're about shaping the future of our industry while empowering our people to thrive. And now, we're looking for a talented individual like you to join our team and contribute to our success story. About Us: At Air IT, we've grown into a family of nine leading companies, united by a common vision of excellence. Our commitment to innovation and dedication has earned us numerous regional, national, and industry awards, paving the way for a bright future ahead. Location: Various across the UK and Northern Ireland - Must be willing to travel Reporting to: Service Desk Team Leader Purpose: To provide dedicated 2nd line technical support, ensuring high-quality service and support. The role includes direct liaison with the customer, troubleshooting, and being the go-to technical guru for all their needs. Duties and Responsibilities: Be a primary point of contact for key contacts, managing technical queries and providing top-notch support Respond appropriately to technical queries raised through effective prioritisation to meet KPIs and customer service expectations Respond to escalations from 1st line Service Desk Engineers by offering support and technical assistance to resolve client queries Maintain and update accurate client site documentation Maintain information security by complying with the company’s Information Security Management System (ISMS) and all relevant policies Work closely with 1st line engineers, offering technical guidance and support to elevate their ability to resolve client queries Qualifications, Knowledge and Experience: Demonstrable experience as a Service Desk Engineer Demonstrable knowledge and support with Microsoft Windows Server / Desktop Environments Experience with Microsoft 365, Backup/DRaaS and related technologies, Azure Active Directory & IaaS Knowledge of Networking technologies (TCP/IP, Firewall, Routing/Switching) Current and valid UK driving license Knowledge of InTune & Conditional Access Technologies and Mimecast email security The Benefits: Joining Air IT means unlocking a world of opportunities and rewards, including: Attractive remuneration packages Flexible, hybrid working options 25 days annual leave + bank holidays with buy/sell options Perks including staff awards, social events, referral bonuses Excellent learning and development opportunities Cycle to work scheme Join Us: If you're ready to take the next step in your IT career and be part of a team that's making waves in the industry, then Air IT is the place for you. Don't miss out on this chance to grow, learn, and thrive with us. Apply now and be part of something truly extraordinary! Air IT is an equal opportunities employer, committed to fostering a diverse and inclusive workplace. Let us know if you require any reasonable adjustments throughout the recruitment process.

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