Join us as a Service Engineer

Join us as a Service Engineer

London, £28-40k+ DOE

The Neos-IT team is growing. We’re a busy MSP serving clients in the City of London and further afield. This role will support our crucial client work, providing remote and on-site technical assistance to Neos clients. You’ll demonstrate expert knowledge, be comfortable taking ownership for issue resolution, and always show excellent customer service.

To fit within the work we do with clients, you’ll need to have some experience with the main technologies we use (see below) and/or technical certifications to prove it, including workstations, servers, networks, applications, cloud services, data protection, and backup and disaster recovery.

You’ll be based full-time at our HQ on Minories in the City of London, with frequent travel to visit clients on site in London and the South East.

What you’ll be doing

  • Owning the end-to-end resolution of client service requests logged with the Service Desk, liaising with the Neos team, solution partners or other parties as required
  • Troubleshooting and supporting the resolution of complex technical issues which have been escalated or discussed with other team members
  • Effectively delivering projects from specification, planning and installation, through to testing in line with client expectations and best practice, and within any commercial agreements
  • Assessing the information security implications of all daily activities and during project planning, including adhering to all ISO27001 policy requirements and directives
  • Managing communication to clients about the progress of their issue or project and to ensure expectations are appropriately set and managed
  • Prioritising and balancing competing workloads, maintaining a focus on delivery within specified service level agreement timelines whilst maintain standards of work and service
  • Researching, developing and implementing solutions where needed, identifying options where none exist and building the knowledge of the wider team
  • Utilising the ConnectWise platform to record time and activities, to provide an audit trail and to enable performance reporting for clients
  • Identifying opportunities for improving service and solutions including internal process improvements, new technology solutions, additional revenue opportunities

Who we are looking for

We’re looking for a Service Engineer with the following attributes:

  • Client service – delivers exceptional service to clients through good communication, managing expectations and taking full ownership of projects and issues
  • Technical skills – excellent knowledge across a wide range of technical solutions including infrastructure, networks, applications and security
  • Planning and organising – prioritises effectively with the ability to manage multiple tasks simultaneously, possibly within tight deadlines
  • Achieving results – demonstrates a relentless focus on delivery to an excellent standard within the required timeline and budget
  • Team work – builds good working relationships with the technical and management team and demonstrates a flexible approach to supporting the effective completion of work
  • Educated to degree level, ideally, with industry standard qualifications a distinct advantage
  • At least 3 years of experience (ideally at another MSP), including at least some of the technologies we use:
    • PSA & RMM – ConnectWise Manage & Automate
    • Microsoft Cloud including Azure, 365
    • Workstations & Laptops – HP, Dell and Apple Mac
    • Operating Systems – Microsoft OS & Apple iOS
    • Apple Apps including Mac Mail
    • EPP, DNS/ Anti-phishing – Webroot
    • Email Security – SpamTitan
    • Email Archiving – Barracuda
    • Email Signatures – Exclaimer
    • Disaster Recovery – Veeam
    • VOIP – 3CX with Gamma sip trunks
    • Networking – SonicWall, Pulse Secure, Ubiquiti
    • Servers – HP
    • Virtualisation – VMWare
    • SSL Certificates & Public DNS – Go Daddy, Fasthosts
    • MFA – Microsoft Authenticator and Duo
    • Password – Password Manager Pro & Last Pass
    • Reporting & Documentation – Brightgauge, IT Glue, ScalePad (Warranty Master)

What we offer in return

A salary of £28 – 40k+, depending on experience. We’re open to a range of experience, providing you have at least three years in IT service or at an MSP under your belt, can demonstrate the core behaviours associated with the role, and have at expertise in at least some the technologies and vendors we use, hence the wide salary range on offer.

We offer regular training and the opportunity to gain further certification and accreditations for the solutions we use. You’ll start with 23 days’ holiday and be based at our London HQ on Minories where there’s an on site gym.

You’ll be joining an award-winning IT company working mainly with clients in London and the South East from a base in the City. With more than 20 years in the industry and vast experience with financial services and regulated firms, we’re proud to act as trusted advisors to our clients. We’re looking for someone who will quickly become an indispensable part of that trusted team.

Apply by emailing your CV to careers@neos-it.com.

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