IT Engineer (MSP)

At Klyk, we’re on a mission to eliminate waste from the business technology ecosystem. As a certified B Corp, we help modern companies (like Wild, THIS, B Lab) adopt a Circular IT model. We are a Managed Service Provider (MSP) that moves fast. We need a technical heavyweight who can stabilize the Service Desk by tackling the complex issues that slow everyone else down.

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 a strong attention to detail, be confident, display initiative with customers, have a focused outlook and a hunger to learn and grow.

You will be up for the challenge of supporting some of the most exciting companies in the UK and working in a demanding fast growth environment where team work is everything.

About You

• Enthusiastic about IT support and have previous IT service desk experience (minimum 5 years), from a MSP environment
• Experience supporting and troubleshooting both MacBooks and Windows devices
• Experience with Cyber security with administering email security & end-point security
• Experience administering Google Workspace & Microsoft 365 and able to manage users and groups
• Experience managing MDM solutions such as Intune & Jamf across MacBooks and Windows devices
• Experience using Helpdesk solutions such as Autotask to manage tickets and support requests
• Experience using RMM solutions such as DattoRMM to diagnose and monitor hardware and software
• Experience with scripting to define components and run automations
• 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
• Ability to work under pressure, take initiative and display proactivity
• Be comfortable to have video calls with end-customers to deliver support

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 support requests, often utilising RMM
• Utilise RMM to monitor device updates both software and hardware, and use to diagnose and remediate support tickets
• Demonstrate proactivity with our customers to respond and resolve issues and recommend service improvements
• Deliver best-in-class 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 customer configurations and processes

Why work with us?

• Competitive salary based on experience and private medical care
• Work at B Corp and purpose driven business, supporting some of the UK’s fastest growing brands
• Experienced founder team with lots of growth opportunities