Senior IT Engineer

2nd Line Engineer – Service Desk, NOC & Projects 

Permanent, full time, £25-35K DOE + bonus, London 

Summary Tech Stack 

Microsoft 365
Windows 10 
VoIP  
Autotask PSA 
Datto RMM 
IT Glue 

Background

techsapiens is a young, innovative and fast-growing MSP & MSSP that delivers top-tier IT infrastructure and support to a demanding SME client base. We specialise in running IT systems where security, reliability and performance are of utmost importance. Our business is growing rapidly, and our service portfolio is becoming more sophisticated. 

Clients in industries ranging from financial services, legal, private healthcare, consulting & coworking rely on our services and support to run their critical business infrastructure and provide them with fully managed IT services. 

This will be a challenging and rewarding role, with excellent growth prospects given our size & velocity. You will be part of not just the techsapiens family but also part of the extended family for our clients, with whom we have very close working relationships. 

We are looking for a talented and motivated engineer with excellent customer service & soft skills to work on a mixture of BAU and projects. 

If you want to work hard, make quick progress in a fast-paced environment and really build your experience dealing with all aspects of IT, and grow with a fast-growing MSP, you’re in the right place. No two days will be the same here. 

Responsibilities 

  • You will work on our service desk for BAU operations (service desk and NOC) and assisting with projects.  
  • You will split your time between working from home, client sites and the office. We are predominantly working from home during the pandemic.  
  • You have strong 2nd line skills, with the ambition to progress to 3rd line.  
  • We are a small team so there is no such thing as ‘not my job’ here – 1st, 2nd, 3rd line and projects / infrastructure work is all part of the job. 
  • Constantly contribute to the improvement of technical and operational documentation, policies and procedures. Good processes are a key growth driver and you will help to constantly define and improve processes. 
  • Promote learning, development and sharing of knowledge within and outside of the team 
  • Ensure that the quality of our work is nothing short of first class – every ticket, task & project.  
  • We constantly evaluate new tech, new services and better ways of doing what we do. You will always be learning and exploring new and better ways of doing everything that we do.  

Key Skills & Experience 

  • Several years of IT Service Desk / NOC / Project experience, ideally in an MSP environment.  
  • Fluent English speaker, with an attention to detail and accuracy in both written and spoken English 
  • Organised, logical and methodical, flexible person with a deadline driven working manner 
  • Self-motivated and able to work autonomously and within a team 
  • Great people skills 
  • Excellent analytical thinker and problem solver 
  • Ability to multitask and prioritize tasks accordingly 
  • Must be able to meet deadlines and perform under pressure 
  • Calm, polite and professional behaviour, reliable and self-motivated. 

Your Values

  • You are ambitious and entrepreneurial – you will be a crucial part of a small team at an early stage, and help take techsapiens to the next level, so you see yourself contributing to the work we are doing to build our future together.  
  • You like helping people: this is fundamental to the role. Our valued clients and team members need to know that they are receiving the most professional, friendly & efficient support possible. 
  • You enjoy solving problems, taking on challenges and finding creative solutions. You are resourceful, unblockable and relentless. You will find the right solution quickly. You have your eye on the ultimate goal and the will to find a way. No excuses, no blame. The buck stops with you. 
  • You don’t crack under pressure: we work hard to ensure that things run well on networks we manage, but there will be unexpected problems. Outages and downtime can be a stressful time – you need to keep your cool. 
  • You are passionate about technology and have a vision about how we can use technology to help our clients achieve their goals. 
  • Do the dishes: this is a small team working on fast-moving projects. Everyone needs to roll up their sleeves and pitch in with whatever work needs to be done. There’s no such thing as ‘not my job’.  
  • Be responsible. Do what you say you’ll do. Do the right thing no matter what. Don’t wait to be told what to do. Be candid and transparent. Take quiet pride in your work. Self-motivated and self-disciplined. Strong work ethic. Selfless. 
  • You don’t wait to be told what to do 
  • You do what you say you’ll do 
  • You do the right thing when nobody is looking 
  • Make it better – Not satisfied with the status quo. Desire to improve. Conscious of current reality. Figure out how to make a better tomorrow. Exceed Expectations. Innovative. Proactive. 
  • How you do anything is how you do everything. Make it amazing. 
  • as a point of escalation on the service desk
  • Lead and/or participate in migration and upgrade projects
  • Constantly contribute to the improvement of technical and operational documentation, policies and procedures. Good processes are a key growth driver and you will help to constantly define and improve processes.
  • Contribute to the adoption and creation of internal and external technical standards
  • Assist in developing project specifications and proposals and responding to RFPs
  • Promote learning, development and sharing of knowledge within and outside of the team
  • Encourage and act on any opportunities to improve the way that we deliver services to our clients, for example deeper automation, simplification of process or better communication
  • Operation of our RMM and MDM tools and platform, including the development of these.
  • Ensure that the quality of our work is nothing short of first class – every ticket, task & project.
  • We constantly evaluate new tech, new services and better ways of doing what we do. You must always be learning and exploring new and better ways of doing everything that we do.

Diversity & Life Outside Work:

  • We believe that an excellent work-life balance is an essential part of being a happy, productive individual. We welcome a varied range of interests outside of work, which we believe contribute directly to the richness of our team.
  • We strive for a strong culture at techsapiens which is geared around diverse pursuits, adventure, health & happiness – something more than just hitting the pub at 5 – not that we have anything against beer – quite the opposite!
  • IT companies aren’t always the most diverse places so we actively seek candidates who will bring diversity into our team, thinking & culture. We think that life & work are better when we have different points of view.
  • We take on pro-bono charity projects and we welcome your input on the types of projects and charities we work with.

Career Development:

We are constantly upgrading our skills and will invest in on-going training & qualifications for our team. As we grow, you will play a pivotal role in hiring and growing a dynamic, high-performance managed service and professional services team.

Desired Qualifications:

IT Degree, Vendor specific (Microsoft, Cisco, etc), ITIL, IT Security, Project Management

Equal Opportunities

techsapiens is an equal opportunities employer. Applications from individuals are encouraged regardless of age, disability, sex, gender, sexual orientation, race and religion.

Salary / Benefits

Basic Salary: £25k-£35k depending on experience.

Annual bonus of up to 10% of salary

Other benefits: private healthcare and flexible working available

Interview Process

  1. Online assessment 
  1. Initial Screening (Teams, 20 minutes) 
  1. Detailed interview & work sample (Teams / London, 4hrs, may be split into two sessions) 

How to Apply

Email your CV and a detailed application that explains why this role is a great fit for you to [email protected]