Open Positions
2nd Line Service Desk Engineer
OMSUK are a small Eynsham based Managed Service Provider (MSP) looking after a range of residential and corporate clients, with a client size of up to about 100 users.
The company was started in 1994 and has a strong MacOS focus, having previously been an Apple Authorised Service Provider & Reseller.
We pride ourselves on our dedication to customer service and keeping our clients happy. We work extremely closely with our clients to help them get the most out of their IT infrastructure and investment.
We're looking for a 2nd Line Support Engineer to help look after our clients, based full-time in our Eynsham office.
The role
You'll be responsible for handling support requests from our clients as well as carrying out repairs in our service workshop.
Working as part of a team of 5, you'll handle incoming requests and prioritise incoming tickets to ensure issues are resolved quickly and our clients are kept happy.
We have a full-time dispatcher who will assist you with managing your workload. Whilst our dispatcher will answer most calls, you'll be expected to deal with any overflow calls.
Training and industry certification will be provided to you to assist you in your professional growth.
Effective communication skills are key, any candidate must be able to keep clients and our internal systems updated on any tickets you work on.
The role will involve outgoing telephone calls to clients to help troubleshoot issues.
Your responsibilities
Manage your tickets effectively, ensuring they are kept updated and clients are kept up to date on progress
Monitor progress of any tasks assigned to you
Manage any repairs in our workshop and carry out repairs to Macs, PCs, Servers & other IT equipment
Monitor clients systems via our remote monitoring tools
Escalate issues to a Tier 3 engineer quickly if required
Manage and maintain clients infrastructure and cloud services, such as Microsoft 365
Your experience
To join us as a 2nd Line Support Engineer, you will need:
Previous experience in an IT helpdesk support/repair role
Knowledge and experience of various IT systems
Good knowledge of networking & TCP/IP
Knowledge of DNS configuration & web hosting
Excellent hardware and software troubleshooting skills
Experience in the following systems and/or applications:
PSA Software such as ConnectWise Manage, AutoTask PSA, HaloPSA etc
Microsoft Windows 10 & 11
Microsoft Office 2016, 2019, 365
Microsoft Office 365
Microsoft Windows Server 2012, 2016, 2019
Synology NAS Servers
Experience with SaaS & cloud services
Experience with cloud storage such as OneDrive/Dropbox
Experience using Backup software and solutions
Experience in setting up and supporting of mobile devices
Excellent customer service skills
Excellent communication skills
GCSEs in Maths and English or equivalent
Commitment to learn to drive and gain a full UK driving license
Optional beneficial experience
Relevant IT qualifications
Microsoft Intune
RMM Software such as NinjaOne, ConnectWise Automate etc
MDM Software such as Addigy, Microsoft Intune
Device imaging and deployment
Microsoft Azure
Dropbox Business
Malwarebytes
Cyber Essentials certification
Password Managers (e.g. Keeper, LastPass etc)
MacOS
Linux
Ubiquiti networking
SOPHOS networking
Experience installing and terminating Cat 5e/Cat 6 cable and networking equipment
Experience with security solutions such as EDR, MDR, XDR, SIEM etc
UK driving license and use of own car
Benefits
21 days standard holiday + bank holidays
Free on-street parking
Company laptop
Training for industry certifications and qualifications
Free uniform
Mileage allowance
Regular bus service to Oxford & Witney (we're right next to the bus stop)
Beautiful location, set in a small Oxfordshire village close to Oxford and Witney
Additional holiday days available (subject to workload and availability)
Be part of a small and friendly team
Annual salary and performance reviews