IT Helpdesk Support
Are you a customer-focused IT professional looking to grow your career within a forward-thinking MSP environment?
An established Managed Service Provider is looking for an experienced Service Desk Engineer to join their technical support team. This is a great opportunity to work across a varied client base, handling escalations, owning tickets end to end, and getting involved in both reactive and proactive work in a fast-paced MSP setting.
The role offers 70% remote working, with regular collaboration in the office, attendance at client sites when required, and involvement in company training and events.
What you will do
- Act as the first point of contact for clients via phone, ticketing system, and online chat
- Serve as an escalation point for 1st line engineers, handling more complex issues
- Own incidents through their full lifecycle, keeping clients informed and ensuring issues are resolved properly
- Work to agreed Service Desk SLAs, including response times, resolution targets, and customer satisfaction
- Provide remote support as well as attend client sites when hands-on support is required
- Maintain and update the Service Knowledge Management System
- Contribute to client projects and proactive improvements, not just BAU tickets
What you will need
- Minimum 3 years’ experience as a Service Desk Engineer, ideally within an MSP
- Proven experience handling 2nd line escalations
- Strong troubleshooting skills across hardware, software, and user issues
- Confident communicator, written and verbal, with a customer-first approach
- Ability to manage and prioritise multiple open tickets at once
- Comfortable working autonomously with a proactive mindset
- Solid understanding of internet security and data privacy principles
- Strong knowledge of:
- Windows 10/11 and macOS
- Active Directory and Microsoft Azure / Entra ID
- Microsoft 365 (Outlook, OneDrive, SharePoint, Teams)
- Desirable: exposure to Google Workspace, Box, Dropbox, and VoIP systems
- Must be eligible to work in the UK
- Must be based in London or have strong commuting links
What we’re looking for
- Highly organised, able to plan and meet deadlines
- Calm, resilient, and professional under pressure
- Takes ownership and sees issues through to resolution
- Strong focus on user experience, with empathy for non-technical users
- A team player who can also take personal responsibility
- Confident, well-presented, and able to communicate with users at all levels
- Naturally builds rapport with clients and colleagues
Our clients and their customers come from diverse backgrounds and so do we. We hire our people from various walks of life, each of whom make our company stronger with their talent, uniqueness, and expertise. This is what makes our company special; if you want to help us grow and take this ethos to our clients, then we cannot wait to collaborate with you!
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Many Thanks