Senior MSP Service Desk Engineer: Lead Escalations

YourRecruit; Horsham; In loco; GBP 40.000 - 50.000; Tempo pieno

Descrizione del lavoro

YourRecruit is recruiting a Senior Service Desk Engineer on behalf of an established IT services business. This hands‑on role sits at the heart of the service desk, tackling everyday issues and complex escalations while leading by example.

You will own tickets, support clients remotely and on site, and help drive improvements across the team. The ideal candidate has substantial MSP third‑line experience, excellent troubleshooting, and strong communication skills to manage client relationships

Competenze

• MSP third‑line experience essential with senior level responsibilities.
• Ability to own complex issues from start to resolution.
• Strong communication with clients and colleagues.

Mansioni

• Provide technical support from everyday issues to complex escalations.
• Take ownership of escalated issues and drive them to resolution.
• Be the technical point of responsibility when issues can't be passed up.
• Support clients remotely and on client sites across London and the South East.
• Monitor alerts, backups and maintenance tasks to prevent problems.
• Manage tickets, prioritise workloads and communicate updates clearly.
• Maintain documentation and meet agreed service levels.
• Identify service improvements and participate in projects.
• Collaborate with colleagues on installations and changes.

Conoscenze

Troubleshooting

Independent work

Communication skills

Prioritisation

Team player

Descrizione del lavoro

YourRecruit is recruiting a Senior Service Desk Engineer on behalf of an established IT services business. This hands‑on role sits at the heart of the service desk, tackling everyday issues and complex escalations while leading by example.

You will own tickets, support clients remotely and on site, and help drive improvements across the team. The ideal candidate has substantial MSP third‑line experience, excellent troubleshooting, and strong communication skills to manage client relationships