Are you a customer-focused IT professional looking to grow your career within a forward-thinking MSP environment? Are you a customer-focused IT professional looking to grow your career within a forward-thinking MSP environment?An established Managed Service Provider is looking for an experienced Service Desk Engineer to join their technical support team. This is a great opportunity to work across a varied client base, handling escalations, owning tickets end to end, and getting involved in both reactive and proactive work in a fast-paced MSP setting.The role offers 70% remote working, with regular collaboration in the office, attendance at client sites when required, and involvement in company training and events. What you will do Act as the first point of contact for clients via phone, ticketing system, and online chatServe as an escalation point for 1st line engineers, handling more complex issuesOwn incidents through their full lifecycle, keeping clients informed and ensuring issues are resolved properlyWork to agreed Service Desk SLAs, including response times, resolution targets, and customer satisfactionProvide remote support as well as attend client sites when hands-on support is requiredMaintain and update the Service Knowledge Management SystemContribute to client projects and proactive improvements, not just BAU tickets What you will need Minimum 3 years experience as a Service Desk Engineer, ideally within an MSPProven experience handling 2nd line escalationsStrong