Desktop Support Engineer
About this role
Clear documentation must be created and maintained for all client systems, enabling continuity, compliance, and seamless handover if other team members or future staff take over. Client-Facing Responsibilities Act as the client’s IT Manager, providing technical leadership and proactive development. Ensure client data is protected, backed up, and compliant with relevant security standards (Cyber Essentials+, ISO27001, SOC2). Maintain and update documentation, technical procedures, and system knowledge. Coordinate with third-party vendors and other technical suppliers. Deliver projects, upgrades, and new system installations with appropriate planning, rollback procedures, and approval. Provide training, support, and guidance to client teams, ensuring prompt resolution of issues. Requirements Excellent problem-solving, organisational, and communication skills. Proven experience in IT management or consulting Strong knowledge of IT systems, hardware, software, and security best practices. Experience managing budgets, vendors, and IT projects. Comfortable working in client-facing roles and managing multiple client environments. Familiarity with compliance frameworks such as ISO27001, SOC2, or Cyber Essentials+ is desirable. Technical Expertise Apple-centric environments (Apple Business, macOS, iOS, JAMF/Kandji). Windows & Server/Active Directory, Linux, Microsoft 365, Google Workspace. Networking, cloud platforms (Azure, Google Cloud), and storage solutions. Knowledge of IT security principles, access control, and business continuity systems. Additional Information Travel to client sites (primarily London-based) will be required. Occasional national or international travel may be necessary. Out-of-pocket expenses for travel outside London will be reimbursed. The role offers opportunities to work on IT strategy, system optimisation, and proactive development of client IT environments. Desktop Support Engineer Support Desk 1st and 2nd Line Sales Executive At Roadmap IT, our sales function is built on trust, clarity, and confidence. This role is responsible for leading the full sales lifecycle, from first conversation through to signed agreement and structured handover ensuring every prospective client experiences a consistent, professional, and reassuring journey. You will play a critical role in shaping how new clients perceive Roadmap, demonstrating a deep understanding of managed IT services and confidently aligning our solutions to their needs. This is not a transactional sales role. It requires consultative engagement, technical credibility, and the ability to build long-term relationships grounded in trust. Key Responsibilities Pre-Sales & Discovery Engage both new and existing clients to identify opportunities for additional services. Lead initial meetings to: Introduce Roadmap IT and our service offering Understand the client’s business, challenges, and objectives Build confidence through clear, informed, and relevant discussion Demonstrate strong knowledge of: Managed IT support plans Device management Cyber security services Position Roadmap as a strategic partner rather than a reactive supplier. Solution Design & Proposal Creation Translate client requirements into structured, outcome-focused proposals. Design solutions that typically combine: IT support plans Device management Cyber security services Work closely with internal teams to ensure technical accuracy and feasibility. Ensure proposals are clear, professional, and aligned with Roadmap’s standards. Sales Process Management Own and drive the full sales cycle from initial meeting to close. Lead follow-up meetings, bringing in subject matter experts where required. Maintain momentum and engagement throughout the sales journey. Address objections with confidence and clarity. Prepare and issue order forms and contracts. Stakeholder Collaboration Work closely with: Managing Director (strategy, positioning, deal support) Technical teams (solution validation, credibility) Marketing (proposal templates, messaging alignment) Ensure consistency in messaging, documentation, and client experience. Handover & Onboarding Transition Conduct structured handovers to the Projects/Service Delivery team. Ensure all agreed scope, expectations, and documentation are communicated.. Enable seamless onboarding without further sales involvement. Pipeline & CRM Management Maintain accurate and up-to-date pipeline records. Document all client interactions, requirements, and next steps. Provide visibility on forecasting, risks, and opportunities.
What this role is, and what else it is called
Employers in London advertise this kind of work as IT Support Engineer, Support Engineer, Technical Support Engineer and IT Support Technician too, so it is worth searching more than one wording. It is a mid-level IT Support & Service Desk role in London, advertised as on-site.
How this role compares to the market
1,139 live UK roles list Azure right now, from 443 employers. The median advertised salary is £55,000; 28% are advertised as remote. Browse Azure roles.
542 live UK roles list Google Cloud right now, from 224 employers. The median advertised salary is £90,000; 30% are advertised as remote. Browse Google Cloud roles.
London has 4,322 live IT vacancies across 1,366 employers, with a median advertised salary of £70,000. Browse London roles.
Market figures are today's snapshot of live UK roles on employer careers pages; see hiring trends.
Technologies mentioned
Detected on Roadmap It's careers page. ProdReady Recruitment lists this vacancy as an aggregator and is not the employer; applications go to the employer's own site. More IT jobs in London.