Service Desk Engineer
CV-LibraryCity of London, LondonpermanentPosted: 24 March 2026
Apply NowWe are seeking an experienced 3rd line IT Engineer to join a well-established MSP on a full time, permanent basis. The Service Desk Team are responsible for delivering a high level of support to clients, covering a wide variety of packages and platforms.
As the Service Desk Engineer, you will be responsible for:
Manage and assist with IT service tickets.
Independently resolve tickets and support other engineers ticket work.
Write high quality procedures and client communication.
Manage project tickets - including planning, monitoring and completion.
Provide 2nd and 3rd line technical support to clients and staff.
Act as an escalation point for customers and assist other colleagues in troubleshooting and resolution.
Maintain a high degree of customer service for all support queries and adhere to all service procedures and SLA's.
Arrange for and work with external 3rd party technical support where problems cannot be resolved internally.
Demonstrate and apply knowledge and experience with IT SaaS infrastructure and security systems.
Be available for ticket escalation and resolution.
Resolve complex hardware/software tickets.The successful Service Desk Engineer will have the following related skills / experience:
IT MSP Experience Essential
Full clean driving license
Ability to work in a corporate environment
Experienced level 3 engineer
M365 - including complex issues
Laptop build
Server 2016/2019 etc Group policy, AD, DNS
Wireless and Network Management
As the Service Desk Engineer, you will be responsible for:
Manage and assist with IT service tickets.
Independently resolve tickets and support other engineers ticket work.
Write high quality procedures and client communication.
Manage project tickets - including planning, monitoring and completion.
Provide 2nd and 3rd line technical support to clients and staff.
Act as an escalation point for customers and assist other colleagues in troubleshooting and resolution.
Maintain a high degree of customer service for all support queries and adhere to all service procedures and SLA's.
Arrange for and work with external 3rd party technical support where problems cannot be resolved internally.
Demonstrate and apply knowledge and experience with IT SaaS infrastructure and security systems.
Be available for ticket escalation and resolution.
Resolve complex hardware/software tickets.The successful Service Desk Engineer will have the following related skills / experience:
IT MSP Experience Essential
Full clean driving license
Ability to work in a corporate environment
Experienced level 3 engineer
M365 - including complex issues
Laptop build
Server 2016/2019 etc Group policy, AD, DNS
Wireless and Network Management