IT Desktop Support Engineer
City of London (Blackfriars / St. Paul's)
£36,000 - £40,000 dependent on experience
Hybrid: 4 days office-based, 1 day remote
Permanent, Full-Time
Sensical are looking for a Desktop Support Engineer / Senior IT Support Specialist to act as an internal escalation point within our Service Desk.
This role would suit someone with a Service Desk background ideally in an MSP environment; experience in AV will be highly favourable.
Candidates will need to have a proven passion for IT support and technology, coupled with a professional customer service approach.
This is an opportunity to join a small and growing company, gain exposure to a wide range of technologies and progress a successful career in IT support and consultancy.
What we're looking for:
- Experience writing internal support documentation and client reports
- Understanding of IT best practices and procedures (ITIL, Change Control)
- Excellent organisation skills and ability to reprioritise in a fast-paced environment
- Ability to take ownership, assess and troubleshoot incidents methodically
- Comfortable with regular commute to Central London and Watford areas (the latter usually up to once a week)
- Able to be part of an out of hours on call rota (one week in four)
- A passion for IT and a desire to learn new technologies
- Professional attitude, able to work with stakeholders at all levels of an organisation
- Customer service focus with desire to go above and beyond
- Team player with the ability to perform well under pressure
- Punctual, good attention to detail
- Excellent written and verbal communication
Technical Skills
Advanced knowledge of essential technologies:
- Microsoft Desktop OS (Windows 10 & 11)
- Active Directory (Users & Computers, GPO)
- Entra ID & MS 365 applications
- WSUS, EndPoint Manager (InTune)
- UC (Teams), Cloud PBX (Ring Central, 3CX, Cisco)
- AV (DSP, DANTE, Room Systems)
Intermediate knowledge of:
- Virtualisation (Citrix, ESXi and Hyper V)
- Deployment Services (WDS, SCCM)
- IPv4 Networks (DHCP, DNS, TCP, S/FTP, SMTP, NTP vLANs)
- Mac Desktop OS
- Mobile Devices (iOS, Android)
- Microsoft Server OS (2016/2019/2022)
- Structured Cabling (Patching, Cable Tracing, IDC)
- Backup Technology (Veeam)
- Storage systems (SAN)
- Scripting (PowerShell, Python)
Desirable Qualifications
- Microsoft Certified Associate (Microsoft Certified Associate – AZ801, AZ305 ))
- Network+ or CCNA
The Role
Our Desktop Support Engineer will deliver excellent support services to all our customers.
Incident Management – 1st / 2nd Line Support (90%)
- Triage of all Incidents and Service Requests logged for urgency and priority
- Resolving or escalating tickets within agreed SLTs
- Updating tickets within service desk software
- Delivering remote and on-site customer support
- Desktop patching and maintenance tasks
- On site client support in London and Watford (as part of rota)
- Remote support from Sensical London office
- On call support (as part of team rota)
Project Work (10%)
- Supporting the Delivery of all projects
Other Responsibilities
- Being an escalation point for other Service Desk team members
- Becoming a champion of knowledge for specific technologies within the team
The Company
Sensical Services Ltd is a small and fast-growing IT consultancy and managed services provider (MSP) based in the City of London.
We are a friendly, close-knit, and supportive team of professionals delivering support to small and medium-sized organisations. Our clients operate in financial services and other sectors that appreciate a level of expert advice, reliability of systems and quality support that is a cut above the average.
We are proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all applicants and employees, regardless of their gender, race, sexual orientation, disability, neurotype, religion or beliefs. Furthermore, we recognise the importance of helping our employees to balance the responsibilities of their work and private lives.
Benefits
We work hard to make Sensical a great place to work! Here's what we offer:
- Annual bonus
- Pension scheme (up to 4% match)
- Additional day off on your birthday
- Discount Scheme with Perkbox
- Training and relevant ongoing certification
- Employee Assistance Program with Health Assured
- AXA Private Health Insurance including Dental, Optical, and Mental Health
- Enhanced Sick Pay
- Season Ticket Loan
- Cycle to Work scheme
- Bring Your Own Device allowance
- Regular Staff Events
- Office Refreshments
Click apply, upload your CV, and answer 5 quick questions. We look forward to hearing from you.