Senior / Level 3 Helpdesk Engineer - Remote

Overview

Join a dynamic UK-based Managed Service Provider committed to excellence in IT support. As a Senior / Level 3 Helpdesk Engineer, you’ll play a pivotal role in delivering high-quality technical assistance, resolving complex issues, and mentoring junior team members. Trusted Computing Ltd offers a flexible remote-first environment, clear career progression, and the opportunity to make a tangible impact on client satisfaction and service standards.

In Short

• Resolve advanced technical issues across Windows OS, Microsoft 365, cloud platforms, and third-party applications.
• Manage escalated service requests with urgency and empathy.
• Use ConnectWise PSA and RMM tools for ticketing, monitoring, and documentation.
• Support remote infrastructure projects and technology implementations.
• Mentor junior engineers, support onboarding, and contribute to knowledge sharing.
• Lead risk mitigation strategies and oversee client cybersecurity awareness campaigns.
• Participate in service reviews, root cause analysis, and reduce recurring incidents.
• Assist in hiring, SOP creation, and fostering a high-performance team culture.

Requirements

• Minimum 3–5 years’ experience in an IT support or MSP environment.
• Advanced proficiency with Microsoft 365 (multi-tenant), Windows OS, and network fundamentals.
• Admin-level experience with PSA/RMM tools (ConnectWise preferred).
• Strong diagnostic skills, meticulous documentation habits, and excellent communication.
• Familiarity with cloud and hybrid environments and ability to manage loosely documented systems.
• Required: Access to a reliable internet connection and a fully functional laptop.

Benefits

• Flexible remote-first environment.
• Clear career progression.
• Opportunity to make a tangible impact on client satisfaction.