Are you a customer-focused IT professional looking to grow your career within a forward-thinking MSP environment? 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, ideal...