Helpdesk Engineer

• Be the first point of contact for all incoming client support requests via phone, email, video call, and remote tools
• Provide a warm, professional, and confident experience for clients
• Log, triage, and progress support tickets, resolving issues or escalating as needed
• Build strong, positive client relationships through excellent service and enthusiasm
• Carry out 1st line troubleshooting of hardware, software, and user issues
• Assist with diagnosing, testing, repairing, and deploying PCs, Macs, and other devices
• Build and deploy new devices to client environments
• Liaise with 3rd party vendors when required
• Create and maintain clear documentation related to client systems and processes
• Gain exposure to a wide range of modern technologies and MSP best practices

Technologies:

• Active Directory
• Hardware
• Support
• macOS
• Microsoft 365
• Network
• SharePoint
• TCP/IP
• Windows
• Office 365

More:

We are a well-established Managed Service Provider (MSP) located in Camden, North London, known for our outstanding service and commitment to building long-term relationships with a diverse client base. We are looking for a customer-focused and confident Helpdesk Engineer to join our close-knit team. This full-time position offers a salary between £25,000 and £30,000 and includes support for Microsoft certifications. We pride ourselves on providing a supportive environment where you can grow and develop your technical skills while working with the latest technologies.

• Recently completed an IT apprenticeship or 1-2 years' experience in a helpdesk / IT support role within an MSP environment
• IT certifications are preferred but not essential (e.g., MS-900, AZ-900, CompTIA A+, Network+)
• Active Directory administration skills
• Experience working in Windows and macOS environments
• Familiarity with Microsoft Office & Microsoft 365 (Email, Teams, SharePoint)
• Basic networking concepts (TCP/IP, switches, routers, firewalls)
• Understanding of VPNs and remote access tools
• Excellent verbal and written communication skills
• Strong organizational skills and ability to manage multiple tasks