Senior IT Engineer (MSP Experience required)

About Klyk

At Klyk (B-Corp Certified) we are building the future of Secure & Sustainable IT for businesses to enable their growth . We maximise their security, efficiency, and sustainability with our full-service IT solutions. Lower costs, reduce waste, and scale effortlessly.

Klyk works with leading startup names including Bloom and Wild, THIS, B-Lab, Field Energy, SURI.

The business was founded by tech entrepreneur Asad Hamir & cyber expert Zahid Khimji.

The Role

We are looking for an IT Engineer to provide outstanding support to our customers and their teams. This role focuses on delivering proactive IT support, leveraging your expertise across Microsoft and Google environments, and working on both MacBooks and Windows devices.

You’ll play a key role in cyber security for our clients—providing guidance, implementing security solutions, and ensuring best practices are in place to protect their businesses from evolving threats.

You will have strong attention to detail, be confident, display initiative with a customer focused outlook and a willingness to learn and grow.

About You

• Enthusiastic about IT support and have previous IT service desk experience (minimum 3 years), from a MSP environment
• Experience supporting and troubleshooting both MacBooks and Windows devices
• Have used Cyber security products such as Bitdefender & Ironscales
• Experience administering Google Workspace and able to manage users, groups, routing
• Experience administering Microsoft 365 inclusive of Exchange, SharePoint & Teams
• Experience using Autotask to manage tickets and requests end-to-end
• Experience using RMM to diagnose and monitor hardware and software
• Experience with cyber tools such as anti-virus, end-point security, VPN, data back-ups and MDMs
• Ambitious to grow technically and develop expertise in specific tech and cyber areas
• Service focused – you will be able to manage and own support tickets all the way to resolution, maintaining excellent customer service and adhering with SLA’s
• Be comfortable to have video calls with clients and vendors
• Team-focused – you’re a team player but also work great independently

Responsibilities for the role include:

• Act as the first point of contact for IT support requests from our customers’ end-users, delivering first and second line IT support
• Conduct root cause analysis to prevent the recurrence of issues
• Respond and resolve requests via Autotask, often utilising the RMM
• Utilise the RMM to monitor device updates both software and hardware, and use to diagnose and remediate support tickets
• Demonstrate proactivity with our clients to respond and resolve issues and recommend service improvements
• Deliver the highest levels of customer service based on understanding the request, resolution and appropriate follow-ups
• Monitor and respond to security alerts ensuring protection against potential threats
• Monitor and identify phishing / spam emails through an email security solution
• Support and manage the services that Klyk offer including endpoint security and cloud backup
• Build laptops for new customer employees and perform onboarding call for the starter
• Create and maintain documentation for internal and client configurations and processes

Why work with us?

• 33 days annual leave including public holidays
• Competitive salary based on experience and private medical care
• B-Corp and purpose driven business
• Experienced founder team with lots of growth opportunities
• Strong social dynamic with weekly & monthly social events
• Portfolio company discounts