Are you the go-to IT problem solver who thrives on turning tech chaos into calm? We’re on the lookout for a proactive 2nd Line Service Desk Engineer who loves a same-day fix, enjoys getting stuck into tricky tickets, and genuinely cares about delivering that “internal IT team” level of support.

If you’re process-driven, people-first, and confident taking control of situations — all while working to a 5-minute SLA — this could be your perfect next move.

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Who are we?

We are Busy Bee Recruitment, an award-winning recruitment agency supplying both temporary and permanent staffing solutions throughout the UK to our client base spanning multiple sectors including Sales, Marketing, Industrial, Manufacturing, Engineering, IT, Accountancy, Administration & Executive Search.

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Job Duties:

• Responding to client support tickets in line with a 5-minute SLA

• Taking ownership of tickets escalated from 1st Line, working towards same-day resolution wherever possible

• Monitoring and managing alerts and tickets generated through the RMM system

• Diagnosing technical issues and delivering effective, timely solutions

• Identifying recurring problems and implementing long-term preventative fixes

• Escalating complex or infrastructure-level issues to 3rd Line Engineers when required

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What we are looking for:

• A minimum of 2–3 years’ commercial experience supporting SMEs (MSP experience advantageous but not essential)

• Confidence carrying out onsite visits and working directly with clients at their premises

• A process-driven approach with a strong focus on continuous improvement

• Strong communication skills when liaising with clients and third-party vendors

• A professional and confident manner at all times

• High attention to detail when managing tickets and implementing process improvements

• Effective time management and organisational skills

• A consistent and methodical approach to troubleshooting

• The ability to take ownership of situations and instil confidence in clients

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Benefits:

• Annual bonus
• Childcare voucher scheme
• Non sick bonus
• Long service bonus
• Pension scheme
• Onsite staff parking
• Casual dress when working in the office
• Quarterly social events
• Staff room with games table

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If you have not received a response within 3-5 working days, unfortunately your application has been unsuccessful. Busy Bee Recruitment Ltd is acting as an Employment Agency for this Permanent vacancy.

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