Senior Service Desk Engineer

4 weeks ago

London, Greater London, United Kingdom Support Tree Full time
Job Title and Location
  • Job Title: Senior Service Desk Engineer – Managed Services Provider (MSP)
  • Location: Central London, UK (1 day home working per week after probation)
  • Salary: £42k to £54k incl. performance-related bonus + benefits

About Us

At Support Tree, we provide IT support and security solutions to the financial services and other sectors across London. Our commitment to excellent service and proactive support has earned us a reputation as a trusted MSP. We pride ourselves on our core values of growth, care, humility, and teamwork. We are seeking a Senior 3rd Line Engineer to join our dedicated and collaborative team as we continue to expand.

The Role

As a Senior 3rd Line Engineer, you will be responsible for managing complex IT issues, providing escalation support, and driving technical projects. You will work with a range of clients in the financial services and other cross-sectors, ensuring their IT systems are optimised, secure, and functioning efficiently.

Key Responsibilities

  • Provide 3rd line support and technical expertise on escalated issues.
  • Manage and troubleshoot servers, networks, and cloud environments (e.g., Microsoft Azure, Microsoft 365).
  • Manage and troubleshoot other 3rd party services, such as cloud backups, email threat protection, EDR services, VoIP, and more.
  • Lead RMM management.
  • Lead projects, including cloud migrations, security upgrades, and infrastructure deployments.
  • Proactively monitor and maintain systems to ensure optimal performance and security.
  • Collaborate with 1st and 2nd line teams to improve service delivery.
  • Communicate effectively with clients to manage expectations and deliver solutions.
  • Ensure a friendly and professional customer experience.
  • Accurately log and manage support tickets within Support Tree's service desk processes.

Client Interaction and Communication

  • Deliver clear and user-friendly assistance to clients, many of whom may possess limited technical knowledge.
  • Demonstrate patience, understanding, and a positive attitude in all client interactions.
  • Effectively communicate technical information in a non-technical manner.

Documentation and Knowledge Management

  • Maintain accurate records of client interactions and resolutions in the support ticket system.
  • Ensure clear documentation of processes and solutions for future reference.

Professional Development

  • Engage in ongoing learning opportunities to enhance technical skills and customer service abilities.
  • Participate in training sessions and workshops to stay updated with the latest technologies and best practices.

Key Skills and Qualifications

  • Proven minimum 5 Years MSP helpdesk experience and minimum 2 years, 3rd line experience within an MSP environment (This is a no exceptions requirement)
  • Strong understanding of Windows Server, Active Directory, Exchange, Office 365, and Azure.
  • Experience with firewalls, routers, and networking (VPN, VLANs, etc.).
  • Knowledge of security best practices (ISO27001, GDPR compliance).
  • Relevant certifications such as Microsoft Azure/ M365 (MCSA/MCSE), Cisco (CCNA), ITIL, or equivalent.
  • Excellent problem-solving and communication skills.
  • Eagerness for continuous development and adapting to a fast-paced environment.

Personality and Soft Skills

  • A passion for delivering excellent service and solving complex problems.
  • Strong communication skills to liaise effectively with clients and colleagues.
  • A team player who thrives in a collaborative environment.
  • A proactive mindset and a willingness to continually learn and improve.
  • Ability to manage time effectively and work within our service desk process.
  • Be professional and dress accordingly.

What We Offer

  • Competitive salary and bonus structure.
  • Opportunities for career progression and ongoing training.
  • Flexible working arrangements.
  • Supportive, inclusive company culture with a focus on personal growth and development.
  • Up to 25 days holiday + bank holidays.
  • Health and wellness initiatives.
  • Benefit from various perks, including health schemes, flexible working options, and a friendly office atmosphere.
  • Participate in regular team events and activities, fostering a collaborative and enjoyable work culture.

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