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- Tasks: Own the helpdesk, resolve tickets, and communicate with clients effectively.
- Company: Join a London-based tech consultancy with a focus on high-quality support.
- Benefits: Earn £38,000 – £45,000, enjoy 30 days holiday plus your birthday off.
- Other info: Home-based role with occasional London travel and clear progression opportunities.
- Why this job: Make a real impact while advancing your career in a supportive environment.
- Qualifications: 3+ years L3 experience, strong Microsoft 365 and networking skills required.
The predicted salary is between 38000 - 45000 £ per year.
Helpdesk Engineer Impact It Global Ltd | Home‑based (UK, South East preferred) with occasional London travel
Salary: £38,000 – £45,000 per annum (progression tied to performance milestones) | Type: Full‑time, permanent (PAYE) | Holiday: 30 days + your birthday off | Hours: 8:30 – 18:00, Monday to Friday
You’ll own the helpdesk, not just work on it. We’re a London‑based technology consultancy serving regulated firms and growing businesses. Our clients rely on us to keep their technology running, protect their data, and keep teams productive through high‑quality support.
Responsibilities- Own the AI‑triaged helpdesk queue for approximately 35 clients and 300 endpoints.
- Self‑dispatch from the queue, schedule your workload in ConnectWise, and resolve an average of 20 tickets per day, mainly at L2 level.
- Communicate with clients proactively, keeping them informed throughout the resolution process.
- Document and maintain SOPs and technical documentation to share knowledge beyond your own memory.
- Collaborate with the Account Manager and Service Delivery Manager to ensure consistent client experience.
- Microsoft 365 administration (Azure/Entra ID, Exchange Online, SharePoint, Teams, Intune, Conditional Access, Microsoft Defender)
- Windows Server and Hyper‑V virtualization, plus NAS solutions such as Synology
- Networking fundamentals: firewalls, VPNs, switches, DNS, DHCP
- Backup, archiving, disaster‑recovery tooling, including Barracuda services (Archiving, Email Gateway Defense, Cloud‑to‑Cloud backups)
- Working knowledge of Apple, Google, and Linux environments
- Experience with ConnectWise (or comparable PSA), RMM tooling (NinjaRMM, ScreenConnect), and documentation platforms
- Excellent written and verbal communication skills, especially email and ticket updates
- 3+ years working at L3 level within a Managed IT Service Provider, managing your own ticket queue independently.
- Preference for awaiting ticket assignment, viewing documentation as tedious, or treating client communication as a chore.
- Salary: £38,000 – £45,000, with progression tied to performance milestones at 6 and 12 months.
- 30 days holiday plus your birthday off.
- Home‑based with all necessary equipment supplied; 1–3 London trips per month for client site visits and device setups, fully reimbursed.
- Clear career progression to Helpdesk Lead as the client base grows.
- Structured, supportive environment; direct reporting to an experienced Service Delivery Manager.
- Quarterly performance reviews to monitor progress and expectations.
3rd Line Helpdesk Engineer in City of Westminster employer: Hiring People
Contact Detail:
Hiring People Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 3rd Line Helpdesk Engineer in City of Westminster
✨Tip Number 1
Network like a pro! Reach out to your connections in the tech industry, especially those who work in managed IT services. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Show off your skills! If you’ve got experience with Microsoft 365, Windows Server, or any of the tools mentioned in the job description, make sure to highlight these in conversations. We want to see how you can own that helpdesk!
✨Tip Number 3
Prepare for the interview by practising common technical questions and scenarios. Think about how you’d handle specific client issues or ticket resolutions. We want to see your problem-solving skills in action!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining our team at Impact It Global Ltd.
We think you need these skills to ace 3rd Line Helpdesk Engineer in City of Westminster
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your Microsoft 365 administration and helpdesk experience, as we want to see how you can own the helpdesk and manage your ticket queue.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're the perfect fit for the role. Share specific examples of how you've communicated with clients and resolved tickets, showing us your proactive approach and excellent communication skills.
Showcase Your Technical Skills: In your application, don’t forget to mention your experience with tools like ConnectWise and your knowledge of networking fundamentals. We’re looking for someone who can hit the ground running, so make it clear how your skills align with our needs.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining our team!
How to prepare for a job interview at Hiring People
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Microsoft 365, Windows Server, and networking fundamentals. Be ready to discuss your experience with these technologies and how you've used them in past roles. This will show that you're not just familiar with the tools but can also apply them effectively.
✨Demonstrate Proactive Communication
Since the role involves keeping clients informed throughout the resolution process, think of examples where you've successfully communicated with clients. Prepare to share how you’ve managed client expectations and resolved issues while keeping them in the loop.
✨Showcase Your Problem-Solving Skills
Be prepared to walk through a couple of challenging tickets you've resolved in the past. Highlight your thought process, the steps you took, and the outcome. This will demonstrate your ability to own the helpdesk and manage your workload effectively.
✨Familiarise Yourself with ConnectWise
If you have experience with ConnectWise or similar PSA tools, be ready to discuss how you've used them to manage your ticket queue. If you haven't used it before, do a bit of research on its features and functionalities so you can speak confidently about how you'd adapt to using it.