About the Role
We are seeking a versatile and highly capable MSP Helpdesk & Projects Engineer to join our team. This role is a balanced blend of advanced technical execution and core service delivery. You will split your time between driving infrastructure project work and resolving escalated 2nd/3rd line technical issues.
Because we operate as a tight-knit team, you will also play an active part on the helpdesk during peak times, ensuring our clients receive rapid, high-quality support whenever they need it. This role is perfect for a senior engineer who enjoys the variety of hands-on project delivery but remains happy to pitch in on the service desk to support the wider team.
Key Responsibilities
- Project Delivery: Assist with scoping, planning, and executing technical migrations, infrastructure additions, and system rollouts within allocated timeframes.
- Escalation Support: Act as a senior point of escalation for complex 2nd and 3rd line infrastructure, networking, and cloud queries.
- Helpdesk Operations: Provide daily support on the service desk during peak periods or high-volume days to ensure SLAs are met.
- Systems Maintenance: Deploy, monitor, and maintain core client infrastructure, ensuring systems run securely and efficiently.
- Documentation: Maintain accurate client records, ensuring network diagrams, asset configurations, and procedures are kept up to date.
Key Technical Requirements
Proven, hands-on experience across standard MSP environments is essential:
- Identity & Cloud: Solid administration and deployment experience with Microsoft 365, Azure/Entra ID, and standard Active Directory setups.
- RMM & PSA: Comfortable utilising centralised monitoring, ticketing, and automation tools.
- Networking & Security: Practical knowledge of firewalls, routers, switches, and endpoint security (EDR/MDR) solutions.
- Backup & Disaster Recovery: Experience managing and testing server-level backups and cloud-to-cloud backup solutions.
- Scripting: Ability to use basic scripting (PowerShell) to automate routine tasks and deployments.
Candidate Profile
- MSP Experience: Previous experience working within a fast-paced Managed Service Provider environment is highly valued.
- Team Player: A flexible approach, happy to switch gears between deep project work and busy helpdesk queues.
- Problem Solver: Strong analytical and troubleshooting skills with a methodical approach to resolving technical challenges.
- Communication: Clear, professional communicator who can confidently support business clients and collaborate with senior management.
Commercial & Compliance Alignment
This role requires an organised approach to compliance and structured change management. You will help ensure our clients remain aligned with industry standard frameworks (such as ISO 27001 and Cyber Essentials) through reliable deployment practices and consistent documentation hygiene.
Pay: £33,000.00-£40,000.00 per year
Work Location: Hybrid remote in Blackburn BB1 4LA
