IT Field Engineer (MSP) - London (Hybrid / Client-Facing)

We are looking for an experienced IT Field Engineer to join our London-based Managed Service Provider team. This is a hybrid, client-facing role combining regular onsite support across client locations with remote ticket handling, administration, and project support. The role would suit someone who is technically confident, well-presented, organised, and comfortable acting as the face of IT for clients.

• 3 days per week onsite across client locations (rotating basis)

• 2 days remote handling tickets and admin

You will take ownership of day-to-day technical issues, provide clear communication to users, and ensure clients receive a professional, consistent and high-quality support experience whether you are onsite or working remotely.

Key Responsibilities:

• Provide professional onsite and remote IT support across multiple client environments

• Act as the primary IT presence during scheduled onsite client visits, supporting users, reviewing recurring issues and identifying opportunities to improve service quality

• Troubleshoot and resolve issues across Windows, macOS, Microsoft 365, Entra ID, Exchange Online, Intune, endpoint devices and networking

• Complete user onboarding and leaver processes, laptop and desktop builds, hardware deployments, peripheral setup and application installations

• Manage tickets end-to-end, including triage, investigation, resolution, escalation, documentation and user communication

• Build strong client relationships through clear communication, reliable follow-through and a calm, professional approach

• Escalate complex issues appropriately while retaining ownership and keeping clients informed through to completion

• Support small project tasks such as Microsoft 365 changes, device rollouts, network changes and client site improvements

• Maintain accurate notes, asset information and technical documentation within company systems

3-5 years’ experience in a hands-on IT support role, ideally within an MSP or multi-client environment

• Strong Microsoft 365 administration skills, including Entra ID, Exchange Online, Intune and user/device management

• Confident supporting Windows and macOS devices, including build, configuration, troubleshooting and general user support

• Excellent communication skills, strong desk-side manner and the confidence to engage professionally with clients at all levels

• Methodical, reliable and organised, with strong attention to detail and the ability to document work clearly

• Ability to work independently onsite, prioritise effectively and know when to escalate appropriately

• London-based or reliably commutable, with willingness to travel to client sites across London as required

• Good understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VLANs, Wi-Fi and basic firewall/router troubleshooting

• Experience working with ticketing systems and maintaining accurate service records

Desirable:

• SharePoint, Teams administration and Power Platform awareness

• Experience with RMM, PSA or endpoint management tools

• Practical networking experience, including switches, wireless access points and client site connectivity

• Mac management tools such as Jamf, plus experience supporting mixed Windows and Mac environments

Pulled from the full job description

• Free or subsidised travel
• Work from home

We are a London-based Managed Service Provider (MSP) delivering reliable, high-quality IT support and solutions. Our focus is on exceptional service, strong client relationships, and doing things properly.