Project Support Engineer/Desktop Support Engineer

Managed Services Engineer/Project Engineer

Location: Southampton - Primarily office-based with occasional hybrid working options (home or client-site-based as per business needs). Remote work flexibility is possible with prior approval from management.

Working Conditions:

• Position Type: Full-time, permanent role.
• Working Environment: Hybrid options (office-based, remote, or on-site at customer locations).
• Hours: Monday to Friday, 09:00 to 17:30, with occasional after-hours support or client site visits as required.
• Salary: Competitive, £32,000 - £35,000 p.a., depending on experience and qualifications.

Role Purpose:

As a Managed Services Engineer, you will play a vital role in delivering managed IT support services and product-based managed solutions to both new and existing customers. You'll lead service implementations, manage small-scale projects, and ensure a seamless onboarding experience for clients. This is an opportunity to combine project management and technical skills to drive customer satisfaction and develop expertise in managed IT services.

Key Responsibilities:

• Managed Services Onboarding: Lead the delivery and successful deployment of managed IT support services to ensure customer satisfaction.
• Project Management: Plan, organize, and execute managed service deployments, ensuring on-time delivery aligned with customer needs.
• Documentation & Customisation: Document solutions and tailor IT processes for efficient, customer-focused support.
• Metrics & Accountability: Meet project deadlines, gross margin goals, and utilization targets, while maintaining high levels of customer satisfaction.
• Issue Resolution & Process Improvement: Identify deployment challenges, resolve issues promptly, and optimize onboarding efficiency.
• Training & Development: Train the service desk and project engineering teams, supporting ongoing team growth and skill development.
• Customer Relationship Management: Establish and maintain strong customer relationships, fostering long-term partnerships.

Skills & Expertise Required:

• Communication: Excellent verbal and written skills for communicating technical information effectively.
• Technical Proficiency: Experience with software, hardware, and Managed Services tools.
• Problem-Solving & Attention to Detail: Exceptional skills in identifying and resolving issues with a focus on high-quality service.
• Leadership & Customer Focus: Strong leadership and customer-oriented mindset to support client success.
• Risk & Project Management: Skilled in assessing project risks, managing deadlines, and organizing tasks efficiently.
• Team Collaboration: Proven ability to work collaboratively with diverse teams.

Qualifications & Experience:

• Experience: Minimum 2 years in a Managed Service Provider (MSP) role with project delivery experience.
• Technical Knowledge: Familiar with client technologies such as Azure, antivirus/security tools, email filtering, AV/XDR, and network configurations.
• C-Level Engagement: Experience engaging with C-Level executives, adding a professional edge to client interactions.

Certifications (Preferred):

• Mimecast Certified Product Professional
• Cisco Meraki Solutions Specialist
• Microsoft 365 Certified: Modern Desktop Administrator Associate, Microsoft Teams Administrator Associate, Azure Solutions Architect Expert, Enterprise Administrator Expert, Microsoft Power Platform Fundamentals