2nd Line Support 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

You will be required to travel to various locations across the UK on a three-month rota, with travel to Northern Ireland up to twice a year. The client's main site is in Bicester, where you may need to attend up to three days a week. When not traveling or working in Bicester, your home office will be Milton Park, Didcot. (Applicants must reside within a reasonable commuting distance to the home office)

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:
  
  Essential:
  
  
• Must have a minimum of 2 years experience in a 2nd Line Service Desk role
  
  
• 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)
  
  
• Excellent customer service & communication skills
  
  
• Current and valid UK Driving License
  
  Desirable:
  
  
• 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
  
  
• Technology vouchers
  
  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