Service Desk Engineer

Service Desk Engineer (1st/2nd Line) Remote, UK £30,000+ | Full-Time | Permanent

We're a UK-based MSP specialising in the creative industries — fine art, design, and professional services.

Our clients expect premium, white-glove IT support, and we deliver it.

Small team, high standards, interesting work.

You'll be the first point of contact for a portfolio of high-profile clients across Mac and Windows environments.

You own tickets from triage to resolution, communicate clearly under pressure, and know when to escalate.

This isn't a call centre — clients know your name and expect you to know theirs.

• Diagnose and resolve 1st/2nd line incidents across macOS and Windows
• Manage tickets end-to-end with accurate documentation and timely client updates
• Support Microsoft 365 and Google Workspace administration
• Configure and deploy hardware for client onboarding
• Contribute to the internal knowledge base and escalate to senior engineers where needed
• Participate in a one-week-per-month out-of-hours on-call rotation

• 3+ years in a service desk or technical support role
• 2+ years supporting both macOS and Windows
• MSP experience preferred
• At least one current certification: Apple Certified IT Professional, Microsoft Azure Administrator Associate, or Google Workspace Administrator