At a Glance
- Tasks: Provide top-notch tech support and resolve issues for a global client base.
- Company: Join a dynamic Managed Service Provider with a focus on innovation.
- Benefits: Enjoy competitive pay, flexible hours, and opportunities for growth.
- Other info: Fast-paced environment with great potential for career advancement.
- Why this job: Be the go-to tech hero and make a real difference in clients' lives.
- Qualifications: Tech-savvy individuals with strong communication skills and a customer-first mindset.
The predicted salary is between 30000 - 40000 £ per year.
10am - 7pm shift
The Service Desk Engineer serves as the primary technical point of contact for RFA's global client base, delivering exceptional white-glove support across endpoint, cloud, security, and collaboration technologies.
This role is responsible for providing first and second-level technical support, resolving incidents, fulfilling service requests, and maintaining high levels of customer satisfaction while supporting a diverse portfolio of managed IT services.
The Service Desk Engineer utilizes modern troubleshooting methodologies, automation tools, AI-assisted support platforms, and cybersecurity best practices to efficiently resolve issues and improve the client experience.
Successful candidates demonstrate strong technical aptitude, exceptional communication skills, a customer-first mindset, and the ability to thrive in a fast-paced Managed Service Provider (MSP) environment.
Responsibilities
- Utilize AI-enabled support tools and knowledge platforms to improve incident resolution times and service quality.
- Support Microsoft 365, Entra ID, Intune, Defender, Teams, Share Point Online, and related cloud services.
- Assist with endpoint management, mobile device management (MDM), and device compliance monitoring.
- Respond to security-related incidents including phishing reports, compromised accounts, malware alerts, and suspicious user activity.
- Maintain accurate documentation, knowledge base articles, standard operating procedures, and technical runbooks.
- Monitor service queues and proactively identify trends, recurring issues, and opportunities for automation.
- Participate in onboarding and offboarding processes including provisioning, deprovisioning, access reviews, and asset management.
- Support hybrid and remote workforce technologies including VPN, virtual desktops, collaboration platforms, and cloud applications.
- Meet established service metrics including SLA attainment, ticket quality, first-contact resolution, and customer satisfaction goals.
- Participate in after-hours support, escalation rotations, and major incident response activities as required.
- All other responsibilities delegated by the Management team.
- May be asked to provide on-site technical support to system users by troubleshooting issues and working directly with vendors to resolve major hardware and software problems.
Qualifications
- Associate's or Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent professional experience.
- 2+ years of experience in a Service Desk, Help Desk, Technical Support, or Managed Services environment.
Strong knowledge of Microsoft 365, Entra ID (Azure AD), Exchange Online, Intune, Teams, Share Point Online, and Active Directory.
- Experience supporting Windows 11, mac OS, i OS, and Android platforms.
- Working knowledge of cybersecurity concepts including MFA, Conditional Access, endpoint protection, phishing prevention, and identity management.
- Familiarity with Azure, AWS, virtual desktop infrastructure (VDI), and Saa S application administration.
- Experience with ITSM platforms such as Connect Wise, Service Now, Halo PSA, Autotask, or similar systems.
- Knowledge of ITIL service management principles.
- Strong written and verbal communication skills with the ability to explain technical concepts to non-technical users.
- Preferred Certifications: Comp TIA A+, Network+, Security+, ITIL Foundation, Microsoft Fundamentals, AZ-900, or equivalent.
- Experience supporting financial services, hedge funds, legal firms, or highly regulated industries preferred.
- Preferred Qualifications & Development Potential
- 1–3 years of experience in a Service Desk, Help Desk, Technical Support, or Managed Services environment.
- Foundational IT certifications such as
- Comp TIA A+, Network+, Security+, Microsoft Fundamentals
, or equivalent coursework demonstrating core technical knowledge.
- Demonstrated hands‑on technical experience through internships, help desk roles, school IT programs, volunteer IT work, home labs, or other practical troubleshooting environments.
- Exposure to scripting, automation, or technical problem‑solving through coursework, personal projects, or professional experience.
- Basic familiarity with
Power Shell, Python, batch scripting, or other automation tools preferred.
- Strong understanding of Microsoft Windows, Microsoft 365, Active Directory/Entra ID, endpoint management, and common business productivity applications.
- Excellent customer service, communication, documentation, and troubleshooting skills.
- Ability to learn new technologies quickly and adapt in a fast‑paced MSP environment.
- Nice-to-Have Qualifications
- Experience supporting Microsoft 365, Entra ID, Intune, Azure, AWS, or similar cloud platforms.
- Experience with ITSM/ticketing systems such as Connect Wise, Halo PSA, Autotask, or Service Now.
- Knowledge of cybersecurity fundamentals including MFA, endpoint security, phishing awareness, and identity management.
- ITIL Foundation, Microsoft, Comp TIA, or cloud certifications.
- Experience supporting financial services, legal, healthcare, or other regulated industries.
- AI Support Skills
- Demonstrates familiarity with AI-powered productivity tools such as Microsoft Copilot, Chat GPT, or approved company AI platforms.
- Uses AI tools to assist with troubleshooting, documentation, knowledge searches, and drafting communications while validating accuracy.
- Understands basic AI concepts, limitations, risks, and data privacy requirements.
- Follows company policies regarding the secure and responsible use of AI technologies.
- Leverages AI-generated recommendations to improve ticket resolution efficiency and customer service quality.
- Demonstrates curiosity and willingness to learn emerging AI technologies relevant to IT support.
- #J-18808-Ljbffr
Service Desk Engineer in London employer: Rfa 2
As a Client Relationship Manager at our company, you will thrive in a dynamic and supportive work culture that prioritises employee growth and development. We offer competitive benefits, including flexible working arrangements and opportunities for professional advancement, all set in a vibrant location that fosters collaboration and innovation. Join us to make a meaningful impact while enjoying a rewarding career in a company that values your contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Engineer in London
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Rfa 2 values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Rfa 2 might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Rfa 2!
✨Direct Apply to Rfa 2
Let's not forget to apply directly through the Rfa 2 website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Service Desk Engineer in London
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Rfa 2.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Rfa 2. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Rfa 2
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
