Skills Required:
Windows Server, Active Directory, Networking, Remote Support, Troubleshooting, Microsoft 365, Windows Intune, Customer Service, Entra ID, PSA, RMM, Firewall.
Job Description
We are seeking an experienced, motivated, and enthusiastic individual for a 2nd Line Helpdesk Support position in our dynamic Managed Service Provider (MSP). This role is perfect for someone stepping up from 1st line or switching MSPs to continue their IT career journey. With a focus on providing second-level support, this position is an invaluable opportunity to learn, grow, and develop in the fast-evolving world of technology. If you have at least two years of experience on an MSP helpdesk, a passion for IT, a customer-first mindset, and a desire for personal development, we would love to hear from you.
Core Functions and Responsibilities
1. Provide support for software and hardware issues, including troubleshooting.
2. Handle incoming client calls and emails, ensuring a friendly and professional customer experience.
3. Accurately log and manage support tickets in the system.
4. Escalate complex technical issues as needed.
5. Collaborate with team members to ensure effective resolution of client queries.
6. Contribute to the knowledge base by documenting common problems and solutions.
Client Interaction and Communication
1. Deliver clear and user-friendly assistance to clients, many of whom may possess limited technical knowledge.
2. Demonstrate patience, understanding, and a positive attitude in all client interactions.
3. Effectively communicate technical information in a non-technical manner.
Documentation and Knowledge Management
1. Maintain accurate records of client interactions and resolutions in the support ticket system.
2. Ensure clear documentation of processes and solutions for future reference.
Professional Development
1. Engage in ongoing learning opportunities to enhance technical skills and customer service abilities.
2. Participate in training sessions and workshops to stay updated with the latest technologies and best practices.
Experience and Skill Requirements
1. 2+ years of experience on an MSP helpdesk is required, with no exceptions.
2. Proven understanding of common operating systems, networking concepts, and office software.
3. Excellent communication and problem-solving skills.
4. Eagerness for continuous development and adapting to a fast-paced environment.
Company Culture and Benefits
1. Work in a supportive and learning-focused environment, ideal for personal and professional growth.
2. Benefit from various perks including health schemes, flexible working options, and a friendly office atmosphere.
3. Participate in regular team events and activities, fostering a collaborative and enjoyable work culture.
4. 25 Days' holiday + bank holidays.
5. Access to online training with a focus on continuous learning and development.
6. One day of homeworking per week after probation.
7. Private cashback health scheme after probation.
8. Comfortable working environment with ergonomic chairs and electric standing desks.
9. Bean-to-cup coffee machine and complimentary soft drinks.
10. Free, ample on-site car parking.
11. Proximity to public transport: 10 minutes' walk to train and bus stops.
12. Subsidised EV charging points.
13. Enjoyable summer and winter company parties.
14. Regular, scheduled one-to-ones and annual performance reviews.
15. Mileage allowance for travel-related tasks.
If you're ready to take the next step in your IT career with a company that values growth, learning, and a positive team environment, apply now to join our team as a 2nd Line Helpdesk Support engineer!
Note to recruiters: we will not respond to recruitment agencies enquiring or trying to fill this post.
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