Information Technology Support Engineer

Role: Service Desk Engineer

Location: Manchester

Salary: 25,000 30,000

Working Model: Onsite initially, transitioning to a hybrid model

MUST have MSP experience

Overview

The Service Desk Engineer will work directly with end users, managing incidents and requests from receipt to resolution while ensuring service level targets are met and customer satisfaction is maintained. Youll handle tickets generated through various channels, prioritising and progressing them logically while keeping clients informed throughout. Strong organisational skills and the ability to manage a busy workload are essential.

This role involves supporting Microsoft Windows operating systems, applications, and M365 solutions, offering exposure to a variety of technologies and client environments. Its an excellent opportunity to grow your technical skills through hands-on experience and professional development.

Were seeking a knowledgeable, experienced, and enthusiastic engineer with a customer-first approach to strengthen our existing team. Youll be part of a fast-paced managed service provider (MSP) environment where flexibility, reliability, and problem-solving skills are key to success.

Duties and Responsibilities

• Provide remote and onsite technical support to customers.
• Receive and log incidents and service requests into the ticketing system with accurate data entry, aiming to deliver first-time fixes where possible.
• Process joiner and leaver requests.
• Update the PSA system (Autotask) to ensure customers and colleagues have access to the latest incident and problem information.
• Deliver remote and onsite assistance to business clients as required.
• Liaise with customers, third-party support providers, and suppliers.
• Perform system builds, repairs, and configurations.
• Monitor, manage, and troubleshoot customer systems using Datto RMM.
• Install and troubleshoot applications.
• Create and update technical and process documentation using IT Glue.
• Provide end-user guidance, education, and support.

Please apply!