Service Desk L2

POSITION SUMMARY

You will be part of our UK’s multidisciplinary technical services team and will be responding to a variety of incidents and service requests across End User Support, Storage, Network, Virtualisation, Back, DR and Microsoft technologies.

The Senior Technical Services Engineer is predominantly responsible for 2nd line activities, escalation, and mentoring; however, the role is still very much client-facing. This includes responding to system events, availability and capacity issues, and troubleshooting and problem-solving incidents raised by our clients.

This will include performing planned maintenance activities and acting on service requests.

Ability to communicate effectively with clients and manage technical queries and events in line with customer-specific SLAs/KPIs is essential. You will work as part of a multi-disciplined team, with vendor and structured training provided, with the objective of holding the following vendor certifications (AZ-900, Microsoft 365 Certified: Fundamentals, CCNA/VCP/NCDA) within the first 12 months.

Your work will directly contribute to high user satisfaction through exceptional customer service, technical troubleshooting, and ticket and stakeholder management across the team.

We will also provide vendor training and a structured career path for all successful candidates.

EDUCATION AND EXPERIENCE

• Extensive MSP experience in a technical support or similar role.

• Good knowledge of VMware/Horizon/VDI or equivalent

• Good knowledge of all Microsoft technologies - Desktop OS, Server OS, Hyper-V, Active Directory, Exchange

• Background in Cloud technologies - Azure, Microsoft 365

• Experience of working within a Managed Services environment or a similarly structured (ITIL) based organisation

• Experience in the implementation or management of company policies and procedures

• One of CCNA, VCP, NCDA is desirable

KEY JOB ELEMENTS

Advanced Ticket & Incident Management

• Serve as the primary escalation point for complex incidents escalated from L1 and L2 engineers, using advanced technical expertise to drive resolution.
• Lead high‑priority incidents (including P1 / Major Incidents), confidently hosting and coordinating incident bridges.
• Ensure effective and detailed handovers of ongoing incidents, escalations, and customer-impacting issues to maintain continuity across shifts and teams.
• Maintain excellent queue management, ensuring tickets are progressed, updated, and resolved within SLA.
• Identify recurring issues, conduct root cause analysis, and initiate Problem Management processes to prevent repeat incidents.

Customer & Stakeholder Engagement

• Maintain professional, clear, and proactive communication with customers, ensuring expectations are well-managed throughout the incident lifecycle.
• Build and maintain strong working relationships with L3 engineers, ensuring smooth and well‑documented escalations.
• Participate in customer onboarding and service transition activities, ensuring new customers are handed over effectively as contracts go live.
• Collaborate closely with resolver groups and technical teams on complex or cross‑domain incidents.

Advanced Technical Support

• Diagnose and resolve complex technical issues across network, compute, storage, VMware, backup, and disaster recovery systems.
• Perform deep‑dive triage and technical investigations across core infrastructure using monitoring tools and service telemetry.
• Carry out advanced scheduled health checks and trend analysis to proactively identify service risks or degradations.
• Provide high‑quality technical resolutions that are complete, accurate, and appropriately documented within SLA.
• Escalate appropriately to L3 teams with full diagnostic notes and evidence, enabling efficient, informed handovers.

Leadership, Mentoring & Knowledge Sharing

• Mentor, coach, and support both L1 and L2 engineers, helping to develop their technical capability and adherence to best practices.
• Teach and clearly articulate complex technical topics to junior engineers in a structured and supportive manner.
• Encourage correct procedures, process compliance, and quality standards across the Service Desk.
• Provide enhancements and create high‑value contributions to internal documentation, knowledge bases (e.g. IT Glue), SOPs, and troubleshooting guides.
• Support team readiness by participating in service handovers, documentation reviews, and internal knowledge‑sharing sessions.

PERSON SPECIFICATION

• To succeed as a Technical Services Engineer, you should have:
  • Communication Skills: Exceptional interpersonal, written, and verbal communication skills, with the ability to clearly explain technical issues to non-technical users.
  • Customer Service Expertise: A strong focus on providing excellent customer service, with the ability to manage expectations, maintain professionalism, and solve problems efficiently.
  • Ticket Management Experience: Comfortable using IT service management tools to log, track, and prioritise tickets, ensuring timely issue resolution.
  • Problem-Solving Skills: Ability to diagnose technical issues, escalate complex problems appropriately, and offer clear, actionable solutions to users.
  • Multitasking Ability: Comfortable handling multiple tickets simultaneously, prioritising tasks, and adapting to changing demands.
  • Attention to Detail: Precision in managing ticket records, adhering to SLAs, and documenting all issues accurately and completely.
  • Team Player: Willingness to collaborate with cross-functional teams to resolve issues effectively and on time.
  • Self-Motivated & Adaptable: Ability to work independently and use your initiative to manage workloads while adapting to evolving priorities.

Other Requirements:

• Ability to work in a fast-paced, dynamic environment and manage multiple tasks effectively.
• Proactive attitude with a strong focus on continuous improvement and efficiency.
• A willingness to undertake training and professional development, including certifications, to keep up with technological advancements.

We are an equal opportunity employer and value diversity in our workforce. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, veteran status, or any other protected characteristic under applicable law. We are committed to creating an inclusive environment where everyone can thrive.