Senior Support Engineer

at  Cubit Technology Limited

We are a well-established and growing MSP based in the heart of central London. Our media industry customers love us because we go the extra mile and provide premium customer service. This is an exciting opportunity to join our fun, relaxed but professional team who are passionate about helping our customers get the most from their technology.
We are looking for experienced 3rd line engineer to join our team. Reporting to the Helpdesk Manager, you will be working on onboarding new clients, dealing with any escalations from the 1st and 2nd line helpdesk teams, assisting with the account management process and being responsible for delivering a variety of projects and deployments.

Main Responsibilities:

• Assisting with new client onboarding and ensuring all technical requirements are covered and documented
• Project delivery
• Escalation for 2nd line team
• The ability to discuss technical matters with clients in a way they will be able to understand
• Be able to work independently as well as part of a team

Key Responsibilities:

• Diagnose, investigate, and resolve incidents across Windows and Apple platforms.
• Manage and monitor service ticket progress, ensuring adherence to SLAs and alignment with customer expectations.
• Prioritise transparent communication, keeping customers informed at every stage of issue resolution to build trust and ensure client satisfaction.
• Identify and escalate recurring issues and trends for further analysis.
• Act as an escalation point for 1st and 2nd line support team members, providing advanced assistance as needed.
• Accurately document all service requests, including progress updates, customer details, and resolution actions.
• Collaborate with internal teams, third-party vendors, and partners to resolve incidents in line with SLAs.
• Participate in client projects and internal initiatives as required.
• Configure and prepare new hardware builds and software installations.
• Identify and suggest areas for improvement, contributing to innovative changes within the team.
• Take on additional tasks or responsibilities to support the team objectives.

Key Requirements

• Proven experience in a senior engineer role within a Managed Service Provider (MSP) environment.
• Advanced troubleshooting and configuration skills for Windows, Apple Mac, and iOS.
• Expertise in Microsoft 365 management and troubleshooting.
• Proven experience managing Microsoft Intune and Defender for endpoint security, device management, and compliance.
• Experience with Google Workspace.
• Knowledge of managed infrastructure solutions, particularly Meraki.
• Familiarity with backup and restore procedures.
• Strong experience with Remote Monitoring and Management (RMM) tools (Datto preferred).
• Experience with Addigy or other Mobile Device Management (MDM) solutions.
• Proficiency with Autotask PSA or similar helpdesk systems.

Competitive salary, hybrid working, company pension and health cash plan on offer.
Based in central London near Liverpool Street
Job Types: Full-time, Permanent
Pay: £40,000.00-£45,000.00 per year

Benefits:

• Company events
• Company pension
• Health & wellbeing programme
• Work from home

Schedule:

• Monday to Friday

Ability to commute/relocate:

• London, Greater London: reliably commute or plan to relocate before starting work (required)

Work Location: In perso

Main Responsibilities:

• Assisting with new client onboarding and ensuring all technical requirements are covered and documented
• Project delivery
• Escalation for 2nd line team
• The ability to discuss technical matters with clients in a way they will be able to understand
• Be able to work independently as well as part of a tea

Key Responsibilities:

• Diagnose, investigate, and resolve incidents across Windows and Apple platforms.
• Manage and monitor service ticket progress, ensuring adherence to SLAs and alignment with customer expectations.
• Prioritise transparent communication, keeping customers informed at every stage of issue resolution to build trust and ensure client satisfaction.
• Identify and escalate recurring issues and trends for further analysis.
• Act as an escalation point for 1st and 2nd line support team members, providing advanced assistance as needed.
• Accurately document all service requests, including progress updates, customer details, and resolution actions.
• Collaborate with internal teams, third-party vendors, and partners to resolve incidents in line with SLAs.
• Participate in client projects and internal initiatives as required.
• Configure and prepare new hardware builds and software installations.
• Identify and suggest areas for improvement, contributing to innovative changes within the team.
• Take on additional tasks or responsibilities to support the team objectives