Senior Service Desk Engineer

3 weeks ago

London, Greater London, United Kingdom Support Tree Full time
About the Role

We are seeking a highly skilled Senior Service Desk Engineer to join our team at Support Tree. As a key member of our IT support team, you will be responsible for managing complex IT issues, providing escalation support, and driving technical projects.

Key Responsibilities
  • Provide 3rd line support and technical expertise on escalated issues.
  • Manage and troubleshoot servers, networks, and cloud environments.
  • Lead RMM management and technical projects.
  • Collaborate with 1st and 2nd line teams to improve service delivery.
  • Communicate effectively with clients to manage expectations and deliver solutions.
Client Interaction and Communication
  • Deliver clear and user-friendly assistance to clients.
  • Demonstrate patience, understanding, and a positive attitude in all client interactions.
Documentation and Knowledge Management
  • Maintain accurate records of client interactions and resolutions.
  • 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.
Requirements
  • Proven minimum 5 Years MSP helpdesk experience and minimum 2 years, 3rd line experience within an MSP environment.
  • Strong understanding of Windows Server, Active Directory, Exchange, Office 365, and Azure.
  • Experience with firewalls, routers, and networking.
  • Knowledge of security best practices.
  • Relevant certifications such as Microsoft Azure/ M365 (MCSA/MCSE), Cisco (CCNA), ITIL, or equivalent.
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.

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