Project Support Engineer/Desktop Support Engineer

Job Title: Managed Services Engineer/Project Engineer

Location: Southampton (  This is a full-time position that is primarily office based but, on occasion, can be fulfilled by hybrid working – working from home (WFH)/working from the office/working from a customer site. WFH is noncontractual, will only be permitted with prior authorisation from the position’s line manager or Director, and is be determined by business needs)

Working Conditions:

• This is a full-time position with some flexibility of hybrid working, including office-based, home-based, and on-site at customer locations.
• While normal office hours are observed, occasional out-of-hours duties may be required, including travel to client sites.

Hours: Core Hours are Monday to Friday 09:00 to 17:30

Salary :  £32,000 - £35,000 p.a

Role Purpose:

The Managed Services Engineer plays a critical role in facilitating the delivery and onboarding our clients managed support services to new and existing customers. This position ensures the successful deployment of Managed IT Support services, as well as product-based managed services. The role involves leading the initial implementation, managing small projects, and ensuring customer satisfaction throughout the onboarding process.

Key Responsibilities:

• Lead Managed Services Onboarding: Oversee the delivery and implementation of managed services, ensuring they are executed according to the agreed-upon timescales, technical deployment guides, and customer satisfaction levels.
• Project Management: Plan, organise, and deliver managed services deployments, ensuring tasks are completed on time and that the project meets the customer’s requirements.
• Documentation & Process Customisation: Document customer solutions and tailor core IT processes to support customer systems effectively.
• Accountability for Metrics: Ensure project delivery dates, gross margin, and time-based utilisation targets are met, along with maintaining high levels of customer satisfaction and timely project completion.
• Issue Resolution: Identify and resolve issues during deployments and onboarding, proposing solutions that ensure timely service delivery.
• Process Improvement: Create and follow company processes, continually seeking to enhance onboarding and delivery efficiency.
• Training & Development: Provide training to the service desk and project engineering team as needed. Collaborate with the Head of Proactive Engineering to build and evolve the Managed Services team.
• Customer Relationship Management: Build and maintain strong relationships with customers, setting the tone for ongoing managed services relationships.

Skills Required:

• Communication: Excellent verbal and written communication skills, with the ability to convey technical and product knowledge to clients, colleagues, and stakeholders.
• Technical Proficiency: Strong technical skills, including familiarity with software, hardware, and tools used within clients services.
• Problem-Solving: Exceptional problem-solving abilities to identify challenges and develop solutions that enhance customer satisfaction.
• Leadership: Strong leadership skills to guide both customers and internal teams, ensuring successful service onboarding and ongoing support.
• Attention to Detail: High level of attention to detail, with the ability to identify errors, improve processes, and maintain high-quality work.
• Risk Assessment: Capable of assessing project risks and making informed recommendations.
• Organisational Skills: Strong organisational and planning skills, with the ability to manage multiple tasks and meet critical deadlines.
• Customer Focus: Demonstrated ability to build robust relationships and approach issues with a resolution-focused mindset.
• Team Collaboration: Ability to work effectively as part of a multi-faceted team, leading workshops, and meetings confidently.

Qualifications & Experience:

• Experience: Minimum of 24 months in any project delivery or support role within a Managed Service Provider environment.
• Technical Knowledge: Experience with a range of client technologies, including email, antivirus, and security tools, and the ability to quickly acquire new skills.
• C-Level Engagement: At least 2 years of experience working with organisations at the C-Level.
• Certifications (Beneficial):
  • Mimecast Certified Product Professional
  • Cisco Meraki Solutions Specialist
  • Microsoft 365 Certified: Modern Desktop Administrator Associate
  • Microsoft 365 Certified: Microsoft Teams Administrator Associate
  • Microsoft 365 Certified: Azure Solutions Architect Expert
  • Microsoft 365 Certified: Enterprise Administrator Expert
  • Microsoft 365 Certified: Microsoft Power Platform Fundamentals