Salary: £35,000 - 38,000 per year Requirements: 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 Responsibilities: 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 Technologies: Active Directory Azure Hardware Support macOS Microsoft 365 Security SharePoint Windows Office 365 Cloud More: We are an established Managed Service Provider looking for an experienced Service Desk Engineer to join our technical support team. This role offers a great opportunity to work across a varied client base with 70% remote working flexibility, regular office collaboration, client site visits as needed, and participation in company training and events. Our team values diversity and we believe that our different backgrounds and expertise make us stronger. If you share our customer-focused ethos and want to help us grow, we cannot wait to collaborate with you! last updated 4 week of 2026