Senior Service Desk Engineer (Remote - UK Shift)

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: TYPE OF WORK

Full Time

: SALARY

$1820/month

: HOURS PER WEEK

40

: DATE UPDATED

Jan 13, 2026

JOB OVERVIEW

We are a UK-based Managed Service Provider (MSP) looking for an experienced and certified Service Desk Engineer to join our remote team. You will be the first point of contact for our clients, but this is not an entry-level role. We need a seasoned professional with 5+ years of experience who can resolve 80%+ of tickets on the first call, manage VIP clients with excellent communication, and troubleshoot complex Microsoft & Network issues without constant escalation.

Key Responsibilities:

Ticket Resolution: Provide 1st and 2nd line remote technical support for UK-based SMB clients via phone, email, and chat.

Microsoft 365 Management: Administer user accounts, permissions, and troubleshoot issues within Microsoft 365 (Teams, SharePoint, OneDrive, Exchange Online).

Network Troubleshooting: Diagnose connectivity issues (WAN/LAN/WLAN) involving Cisco, Fortinet and Aruba.
Endpoint Support: troubleshoot Windows 11 OS, Microsoft Entra, and common business applications.
Documentation: Log all i ---------- accurately in our Ticketing System and create/update knowledge base articles.
Escalation: Triage complex infrastructure issues and escalate to Level 2/3 engineers with full diagnostic notes.

Must-Have Qualifications:
Experience: Minimum 5 years of professional experience in an IT Support / Service Desk role (preferably within an MSP environment).
Microsoft Certifications: Must hold a valid or recent Microsoft certification (e.g., Microsoft 365 Certified: Endpoint Administrator Associate, MS-900, AZ-900, or legacy MCP/MCSA).
Communication: Exceptional English communication skills (C1/C2 level). You must be able to speak clearly, confidently, and professionally with UK business owners.
Service Desk Tools: Proven experience using MSP ticketing systems (e.g., ConnectWise, Autotask, HaloPSA, Freshservice).

Preferred Qualifications:
Cisco Certification: Valid CCNA or CCT certification is highly preferred.
Networking: Experience configuring or troubleshooting Cisco, Fortinet and Aruba..

Remote Tools: Familiarity with RMM tools (e.g., Datto RMM, NinjaOne).

SKILL REQUIREMENT

Microsoft 365 English Proficiency Helpdesk Support

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Job Post	Reporter	Rank	Reason	Date

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Senior Service Desk Engineer (Remote - UK Shift)

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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