Senior Service Desk Engineer

Central London
£42,000 - £54,000 + Hybrid Working + Great Benefits

Are you looking for a new, exciting role as part of a growing, highly renowned and inclusive team that can provide you with the opportunity to work with some of the most interesting SME, Enterprise and Corporate organisations? If you’re a team player that takes pride in your work, we’re keen to speak to you!

Our client specialises in providing IT support and security solutions to the financial services and related sectors across London. Their commitment to excellent service and proactive support has earned them a reputation as a trusted MSP. They pride themselves on their core values of growth, care, humility, and teamwork. They are now seeking a Senior Service Desk Engineer with 2nd or 3rd line experience to join their dedicated and collaborative team as they continue to grow.

The Senior 3rd Line Engineer will be responsible for managing complex IT issues, providing escalation support, and driving technical projects. They will work with a range of clients across a variety of industries and sectors, ensuring their IT systems are optimised, secure, and functioning efficiently.

The ideal candidate is a team player with a proactive mindset and a willingness to continually learn and improve. In addition, the ability to manage time effectively and work within a service desk environment is essential.

Key Responsibilities

Communicate effectively with clients to manage expectations and deliver solutions. Provide 2nd and 3rd line support and technical expertise on escalated issues. Manage and troubleshoot servers, networks, and cloud environments (e.g., Microsoft Azure, Microsoft 365). Manage and troubleshoot other 3rd party services, such as cloud backups, email threat protection, EDR services, VoIP, and more. Lead RMM management and projects including cloud migrations, security upgrades, and infrastructure deployments. Proactively monitor and maintain systems to ensure optimal performance and security. Collaborate with 1st and 2nd line teams to improve service delivery. Accurately log and manage support tickets. Deliver clear and user-friendly assistance to clients, many of whom may possess limited technical knowledge. Demonstrate patience, understanding, and a positive attitude in all client interactions. Effectively communicate technical information in a non-technical manner. Engage in ongoing learning opportunities to enhance technical skills and customer service abilities.

Skills & Experience

Proven minimum 5 Years MSP helpdesk experience and minimum 2 years, 3rd line experience within an MSP environment. Strong understanding of Windows Server, Active Directory, Exchange, Office 365, and Azure. Experience with firewalls, routers, and networking (VPN, VLANs, etc.). Knowledge of security best practices (ISO27001, GDPR compliance). Relevant certifications such as Microsoft Azure/ M365 (MCSA/MCSE), Cisco (CCNA), ITIL, or equivalent. Excellent problem-solving and communication skills. Eagerness for continuous development and adapting to a fast-paced environment.

This is a superb new career opportunity for a strong communicator with a passion for delivering excellent service and solving complex problems. In return for your commitment our client is offering a competitive salary in line with experience alongside and a raft of benefits including career progression and ongoing training, flexible working arrangements, a supportive, inclusive company culture with a focus on personal growth and development, up to 25 days holiday + bank holidays and health and wellness initiatives. Apply now!