Specialist IT Service Engineer

Specialist IT Service Engineer

Location: London – Hybrid

Hours: 37.5 Hours per week

Salary: Up to £45K depending on experience

Benefits:

• Hybrid work model – Blend of on-site with clients, office, and remote work (2 days on-site, 3 days remote)
• Significant learning & development opportunities – Funded by the business
• 25 days holiday plus bank holidays
• Access to the latest cloud technologies on the market
• Bonus, based on individual & company performance, paid quarterly

Are you a Specialist IT Service Engineer eager to excel in a dynamic, customer-focused environment? If you're looking to join a growing MSP that prides itself on delivering boutique services to professional clients in central London, this role could be your perfect match.

In this position, you'll be a senior member of the team demonstrating your experience in a dedicated and professional environment. Your technical and client-facing skills are paramount, as well as the capability to offer support and advice to junior members of the team.

You'll also have the freedom to explore new ideas, experiment, and share your insights. The MSP values a flexible approach to how they work, giving you the opportunity to engage in diverse projects, interact with various systems, and learn from a wide range of colleagues.

As a Specialist IT Service Engineer, you will be a point of contact for clients and an escalation resource for junior team members. Your success in this role will be driven by your positive attitude, ability to build strong client relationships, and your exceptional communication and critical thinking skills.

Key Responsibilities - Specialist IT Service Engineer

• Identify, investigate, and resolve incidents across Windows and Apple platforms.
• Manage & monitor the progress of service tickets, ensuring compliance with SLAs and alignment with customer expectations.
• Identify recurring issues and trends, escalating them as necessary.
• Support team members by serving as an escalation point when necessary.
• Accurately log all service requests, progress updates, customer documentation, and incident resolutions.
• Manage customer expectations through continuous and transparent communication.
• Collaborate with internal teams, third-party vendors, and partners to resolve customer incidents in accordance with SLAs.
• Engage in client project work and internal projects as required.
• Prepare and configure new hardware builds and software installations.
• Identify and suggest opportunities for improvement, actively participating in the process of innovative change.
• •Undertake additional tasks or responsibilities as requested to support team objectives.
   

Key Requirements - Specialist IT Service Engineer

• Proven experience within an MSP Environment.
• Troubleshooting and configuration skills for Windows 10/11 and Apple Mac systems, iOS devices
• Microsoft 365 experience, including extensive troubleshooting and management
• Experience with Google Workspace Admin (G suit environment)
• Knowledge of managed infrastructure (Meraki and SonicWall experience desirable).
• Familiarity with backup and restore procedures.
• Experience with RMM tools (NinjaOne and others desirable).
• JAMF or other MDM (Mobile Device Management) experience.
• Experience with Halo PSA or similar helpdesk systems.
   

Key Behaviours - Specialist IT Service Engineer

Highly effective communicator.

Excellent problem-solving and decision-making skills.

Proactive and approachable.

Ability to prioritise tasks effectively.

Strong attention to detail.

Exceptional aptitude for customer service.
 

This is an exciting opportunity for a skilled IT professional looking to make a significant impact within a dynamic and supportive environment. The role provides the successful candidate with excellent opportunities for career advancement and personal development.