Helpdesk Engineer

Helpdesk EngineerLocation: London, NW1£25,000 - £30,000 plus payment and support for Microsoft certifications

My client is a well-established and highly regarded Managed Service Provider (MSP) based in Camden, North London. They're known for delivering outstanding service and building long-term relationships with a loyal and varied client base.

They are now looking for a customer-focussed, confident and personable Helpdesk Engineer to join their team on a permanent basis. This role is ideal for someone who has recently completed an IT apprenticeship or has 1-2 years' experience in a helpdesk or IT support rolewithin a similar organisation (MSP / IT Managed Services Provider) and is keen to develop their career within a supportive organisation.

This is a client-facing position, where you'll act as the first point of contact for clients. While technical knowledge is important, your communication skills, professionalism and ability to build rapport will be absolutely key to your success.

The Helpdesk Engineer Role:

As part of a small, close-knit service desk team, you will:

• Be the first point of contact for all incoming client support requests via phone, email, video call and remote tools
• Provide a warm, professional and confident experience for clients, ensuring they feel supported and informed
• Log, triage and progress support tickets, resolving issues where possible or escalating appropriately
• Build strong, positive client relationships through excellent service, enthusiasm and a genuine desire to help
• Carry out 1 st line troubleshooting of hardware, software and user issues
• Assist with diagnosing, testing, repairing and deploying PCs, Macs and other devices
• Build and deploy new devices to client environments
• Liaise with 3rd party vendors where required
• Create and maintain clear documentation relating to client systems and processes
• Gain exposure to a wide range of modern technologies and MSP best practices

Technical Experience and Knowledge Required:

• Active Directory administration
• Windows and macOS environments
• Microsoft Office & Microsoft 365 (Email, Teams, SharePoint)
• Basic networking concepts (TCP/IP, switches, routers, firewalls)
• VPNs and remote access tools

The Person - We're looking for someone who is:

• Confident, personable and approachable , with excellent verbal and written communication skills
• Comfortable speaking to clients at all levels and representing the business professionally
• Passionate about IT and keen to build a long-term career in technical support
• Proactive, enthusiastic and eager to learn from others
• A team player who can also use their own initiative
• Organised, reliable and able to manage multiple tasks at once
• Calm under pressure and capable of thinking on their feet

Experience & Qualifications

• Recently completed an IT apprenticeship or 1-2 years' experience in a helpdesk / IT support role within an MSP environment
• IT certifications are preferred but not essential, such as:
  • MS-900 / AZ-900
  • CompTIA (A+, Network+, etc.)
• A genuine interest in technology and customer service is essential

In return, my client offers the chance to develop your technical skills considerably, gaining exposure to the latest technologies from day one. Training and support for IT certifications is offered and you will learn from a well-established and close-knit team of Engineers.

Sound interesting and something you would like to be part of? Integral Recruitment is acting as an employment agency in regard to this advertisement.