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Head of Talent | Neurodiversity Champion | Driving Inclusive, Future-Ready Workforces

We are currently recruiting an experienced 2nd Line Service Desk Engineer with up-to-date Microsoft certifications and MSP experience to join our growing team based in Lincoln.

With an expanding client portfolio, you will support multiple clients within a fast-paced environment. The role includes assisting the account management team with meetings, projects, complaints, sales, and related tasks. A proactive approach and excellent customer service skills are essential.

This position offers flexibility with traditional office-based or hybrid work models from our base in Grantham, Lincolnshire. Travel to customer sites as needed and availability for extended hours support rota are required.

Responsibilities include:

• Client support: managing and resolving support tickets and queries promptly.
• Client relations: building and maintaining strong relationships to ensure satisfaction and retention.
• Supporting client meetings onsite and remote, project coordination, complaint handling, and relationship support.
• Maintaining accurate records of interactions, support tickets, and resolutions; providing regular activity reports.
• Identifying process improvement opportunities and contributing to best practices in client support.
• Developing pod operations to enhance client experience.
• Checking the scheduling queue daily, actioning tickets, and updating installation manuals and technical specifications.

Required tech skills:

• Full UK driving license and own vehicle
• Up-to-date Microsoft certifications
• Windows Desktop and Server support and maintenance
• Active Directory administration
• Group Policy administration
• Microsoft 365 and Azure support
• VMware vSphere and Horizon
• Network support (routers, switches, firewalls)
• End-user application support
• PowerShell scripting

Additional details:

• Seniority level: Associate
• Employment type: Full-time
• Job function: Information Technology
• Industries: Accounting, IT Services, and IT Consulting

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