IT Helpdesk Engineer

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.

• 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.

• 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)

• Competitive salary with strong growth potential
• Be part of a scaling business backed by UK sales leaders
• Work in a high-performance, supportive environment
• Real career progression opportunities-we grow people, not just teams
• Learn fast, move fast, and make an impact from day one