Service Desk Engineer
(2nd Line)

Join a UK Leader in Managed IT Services

Location: London, UK (Hybrid)

Reports to: Service Desk Team Leader

Salary: Competitive salary, based on experince

Before You Meet Us, Get To Know Us

Fifosys proudly holds a place among the top 10 Managed Service Providers globally. With a legacy dating back to 2001, we've consistently delivered premium managed IT services, establishing ourselves as a key IT partner for businesses across diverse industries. Our commitment to excellence is evident in our consecutive ISO 27001 certifications since 2013 and our recognition as a leading MSP in the UK according to Channel Futures' MSP501 rankings. At Fifosys, we take the time to understand our clients' organisations, customising our expert services to suit their unique needs.

Fifosys stands out with a confident, accessible, and enterprising approach, prioritising performance, service, and value. Our aim is to excel in the ordinary, simplify complexity, and empower our clients to build better, stronger businesses.

We’re looking for a Service Desk Engineer to join our team and help us deliver on our promise to our clients.

Role Overview:

As a Service Desk Engineer, you will be an integral part of our dynamic Service Delivery Team, at the forefront of delivering the highest levels of service in face-to-face and remote IT support to our clients.
Key responsibilities:

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Promptly respond to requests for technical assistance via phone, ticketing system and email.
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Diagnose and resolve 2nd line assigned and escalated support tickets within target resolution times.
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Diagnose and resolve NOC tickets (from the monitoring of clients’ systems) within target resolution times.
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Provide face-to-face technical support by attending pre-scheduled client site visits.
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Accurately classify and prioritise tickets, keeping detailed ticket notes throughout the lifecycle of a ticket.
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Regularly communicate to client end-users and their IT Officers progress towards resolution ensuring they are updated throughout the lifecycle of a ticket.
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Identify recurring IT issues affecting our clients where a permanent fix is required.
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Document useable technical and instructional guides and maintain the IT Knowledge Management system.
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Provide excellent customer service and an excellent customer experience at all times.
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Conduct personal queue and ticket triage to prioritise and manage your workload, escalating as and when required using internal processes.
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Liaise with partners and third-party vendors to resolve customer issues.
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Support, mentor, train and develop the team of 1st Line Analysts.
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Keep yourself updated, and share with your colleagues, the latest technological and cybersecurity advancements and changes to technologies used by our clients.
✓
Obtain Microsoft & other related technical certifications.
Key Requirements

Experience

Superb customer service, telephone and client-facing skills.
Minimum 2 years of experience providing IT support across multiple technologies, ideally within an MSP environment.
Experience attending client sites and providing direct, face-to-face support.
Excellent verbal and written communication, with the ability to explain complex issues to a range of users.
Passion for learning new technologies via certifications or personal projects.
Team player with strong self-motivation.
Ability to remain calm and professional in difficult or demanding situations.
Full UK driving license.

Technical Knowledge

Strong knowledge in supporting and troubleshooting the following:
  • Windows Server (On-premise and Azure)
  • Active Directory (On-premise and Azure), Group Policy, Office 365, SharePoint
  • Microsoft Exchange platform
  • Virtualisation (Windows Virtual Desktop, Hyper-V, VMM, V-Sphere)
  • Backup & Disaster Recovery solutions
  • Cybersecurity: incident response, EDR, MFA, antivirus
  • Networking: TCP/IP, DNS, DHCP, LAN/WAN, Wireless, Switches, Routers, RDS, Group Policy
  • Operating Systems: Windows OS, macOS, Microsoft Office suite
  • Configuring and supporting mobile devices (iOS, Android)
  • Configuring, administering, and supporting Windows and Mac hardware
A strong understanding of cybersecurity tools and the evolving threat landscape.
Ability to proactively anticipate technical issues and provide solutions.
Key Benefits
Competitive and attractive salary
25 days of annual leave + bank holidays
Company paid sickness
Interest-free season ticket loan
Group personal pension
Eye tests
Private medical insurance
Funded learning and development
Funded social events

Ready to Take Your Next Step?

If you are enthusiastic about technology, customer service, and professional growth, we invite you to become a key member of our Service Desk team at Fifosys.