Looking for a polished and detail-focused 3+ years experienced Senior Engineer to act as a critical escalation point for the service desk team. This role involves resolving a wide range of technical support queries, from 1st to 3rd line, primarily via email and internal communications through Microsoft Teams.
The ideal candidate will have a comprehensive understanding of various technologies including computers/laptops (Windows and Mac), Office 365, infrastructure support, VoIP, Azure, and cloud-related issues. Proficiency in using and managing ticketing systems is essential, as the role requires meticulous logging of notes and time for each client interaction.
What's for the Candidate:
Potential travel to Europe depending on projects
Compensation based on your competency and potential
Chance to work in a growing London-based MSP
Lean Hierarchy with family-like work culture
Job Responsibilities:
Act as the primary escalation point for technical queries ranging from 1st to 3rd line support.
Provide expert-level troubleshooting for issues related to computers/laptops (Windows and Mac), Office 365, infrastructure, VoIP, Azure, and Cloud Technologies.
Efficiently communicate with internal technical team via ticketing system and Microsoft Teams to resolve technical issues.
Maintain detailed records of all interactions, actions, and resolutions in the ticketing system.
Ensure accurate logging of time and notes against each client query.
Collaborate with other IT support teams to ensure a cohesive support experience.
Support junior team members, enhancing their technical skills and knowledge.
Adhere to IT service management standards and best practices.
Follow and assist in improving the existing processes with Senior Management
Networking experience with routers, switches, Cisco Meraki.
Mandatory Requirements:
Bachelor's degree in Computer Science, Information Technology, or a related field.
Proven experience in a senior technical