Service Desk Engineer - 2nd Line - Tate Hitchin : Job Details

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 Service Desk Engineer, You will be part of our clients 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.

A true Generalist role, this will predominantly be 2nd line activities, however, is still very much a client facing

role, responding to system events, availability and capacity issues in addition to troubleshooting and problem solving of incidents raised by external customers.

Ability to communicate effectively with clients and manage technical queries and events in line with customer

specific SLA/KPI's is essential. Working 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) in first 12

months.

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

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

What are we looking for?

• MSP experience in a technical support or similar role.
• Good knowledge of VMware/Horizon/VDI or equivalent
• Familiar with all Microsoft technologies - Desktop OS, Server OS, Hyper-V, Active Directory, Exchange Background in Cloud technologies - Azure, Microsoft 365, AWS
• Experience of working within a Managed Services environment or a similarly structured (ITIL) based organisation.
• 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.