Service Desk Engineer – Desk & Field
Managed Technology is a young, fast-growing start-up currently serving over 2,000 users across 100+ companies in 12 countries. We are a dynamic business that truly values our people, our culture, and our commitment to excellence, what we call Service Obsession. Being the best means having the best people and getting the best people means being the best place to work.
An opportunity has arisen for a Service Desk Engineer to join the team in a hybrid role, combining service desk support with on-site client visits. You will be based on the service desk in our London office for the majority of your week, stepping in to support clients on-site when our field engineering team is fully booked, plus a fixed half-day visit to one of our clients every other Friday morning.
We are looking for someone who is great with people, capable technically, and just as comfortable troubleshooting over the phone as they are heading out to a client site when needed. You will handle everything from remote ticket resolution to face-to-face support, and you will represent Lyon well wherever you’re working from.
On the desk, you will work through the team’s ticket queue, handling calls, chats and walk-ups, and supporting the wider service desk team. You will also get the opportunity to support our Solutions team on client rollouts and deployments when needed. This is not a project management role, but it’s great exposure and a chance to learn in a live environment.
Key Accountabilities and Responsibilities
- Act as a first point of contact on the service desk, handling incoming tickets, calls and walk-ups
- Resolve 1st and 2nd line issues efficiently and to a high standard, in line with agreed SLAs
- Troubleshoot problems remotely via phone, chat and remote access, and in person when on site
- Log, update and close tickets accurately, keeping records clear and up to date
- Escalate to the wider team when needed and work collaboratively to get issues resolved
- Step in to support client sites when the field engineering team is fully booked, providing the same standard of hands-on, professional support in person
- Carry out a fixed half-day visit to a client site every other Friday morning
- Assist the Solutions team during rollouts and deployments, carrying out the hands-on elements as required
- Build strong relationships with colleagues and clients, delivering a consistent and professional experience whether on the phone or in person
- Follow internal processes and procedures, including documentation, time recording and reporting
- Maintain accurate time records to ensure clients are billed correctly
- Proactively flag recurring issues, risks or client opportunities to the Service Desk Manager
- Attend internal meetings prepared and on time, contributing to team updates and priorities
- Actively develop your own skills and knowledge, and contribute positively to the wider team culture
Skills
- Confident, natural communicator, someone who is warm, approachable and easy to talk to; users should feel comfortable coming to you with any issue, whether by phone, chat or in person
- Strong relationship-building skills, equally comfortable building rapport remotely and face to face
- Detail-driven and thorough, takes ownership of issues from start to finish, communicates clearly on progress and never leaves a user wondering what’s happening
- Good knowledge of Windows workstations and hardware
- Experience supporting Microsoft software (Office, Exchange, Active Directory, Server)
- Good understanding of networking fundamentals (TCP/IP)
- Microsoft 365, Exchange, Teams, SharePoint Online, Google Apps
- Experience supporting macOS and associated applications is beneficial
- Creative or specialist software (e.g. architectural, engineering tools) is a bonus but not essential
- MCSE/MCITP or MCPs are desirable but not required
What We’re Looking For
- Genuinely people-focused, comfortable being desk-based for most of the week but just as happy stepping out to a client site when needed; technical ability matters, but how you interact with users matters just as much
- Flexible and adaptable, able to switch between remote support and face-to-face support at short notice
- Affable and easy to be around, someone who builds rapport naturally and makes working with IT a positive experience whether on the phone or in person
- Clear and proactive communicator, keeps users informed, follows up without being chased, and never leaves an issue feeling unresolved or ignored
- Minimum 2+ years in an IT support role, ideally within a managed service provider
- Strong troubleshooting ability and a methodical approach to problem solving
- Organised, detail-driven and thorough, able to manage your own workload, follow issues through to completion and keep clear records without being reminded
- Comfortable working both as part of a desk team and independently on site with minimal supervision
- Enthusiastic about learning and developing your skills
- Committed to meeting SLAs: time to respond, time to resolve and first-time fix
The Package
- 40 hours per week, Monday to Friday, 9am – 6pm
- Primarily based at our London office (EC3R), with on-site client visits as required, including a fixed half-day visit to a client site every other Friday morning
- Salary dependent on experience
- 22 days annual leave, increasing to 25 days over your first 5 years
- Monthly team events
- Continual professional development plans
- Loads of social activities!
Good luck! Please bear in mind we receive a high number of applications. We will endeavour to get back to all applicants; however, we thank you for understanding this is not always possible for unsuccessful candidates.
Pay: From £28,000.00 per year
Application question(s):
- Have you worked at an MSP before, or somewhere supporting multiple clients? How many years?
- This role is mostly desk-based in our London office, but you'd be called on to support clients on-site when the field team is busy, plus a fixed half-day on-site every other Friday morning - are you happy to proceed on that basis?
- Do you have a notice period, or when could you start?
Work authorisation:
- United Kingdom (required)
Willingness to travel:
Work Location: In person
