IT Service and Support Engineer for Helpdesk

This is a customer-focused position within a fast-paced Managed Service Provider environment. The successful candidate will be primarily responsible for delivering high-quality Level 2 technical support while also assisting the project team with onboarding and upgrade activities for both new and existing clients. A strong commitment to customer satisfaction, service excellence, and ownership of outcomes is essential., * Deliver Level 2 support for customer issues escalated from the Service Desk, ensuring timely and effective resolution.

• Proactively monitor and manage ticket queues to meet SLA targets and maintain clear communication with customers throughout.
• Support the 1st Line team as required, including handling customer calls during high-volume periods.
• Assist the Project Manager with implementation tasks across software, hardware, and infrastructure services-both remotely and occasionally on-site at customer locations.
• Accurately document work performed and maintain up-to-date configuration and support information.
• Identify recurring issues and contribute to service improvement activities, knowledge base updates, and root-cause prevention.

Do you have a valid Driving Licence license?, Do you have experience in Windows?, * Previous experience within an MSP environment is essential.

• Strong background in customer-focused support roles.
• Excellent interpersonal and communication skills, confident dealing with users at all levels.
• Ability to troubleshoot, prioritise, and resolve incidents in line with SLAs.
• Proactive approach to problem solving, with a commitment to delivering on promises.
• Well-organised with the ability to manage multiple tasks simultaneously.

Technical Skills / Qualifications

• Ideally hold MS-102 (Microsoft 365 Administrator)
• Proficient in:
• Microsoft Windows Server administration
• Microsoft Windows 10/11 Desktop Operating Systems
• Active Directory user and group management
• Office 365 administration
• Network fundamentals (DNS, DHCP, VLANs beneficial)
• Experience with the following desirable but not essential:
• Microsoft Azure administration
• Autotask or similar PSA/remote access tools
• Backup and disaster recovery platforms (e.g., Veeam, Datto)

Other Requirements

• Full UK driving licence required.
• Willingness to travel to customer sites when needed.
• A positive, team-oriented mindset with a focus on continuous improvement.

Pulled from the full job description

• Company pension
• Free flu jabs
• Company events, Job Types: Full-time, Permanent

Pay: £25,500.00-£30,500.00 per year

Benefits:

• Company events
• Company pension
• Free flu jabs