Second Line Helpdesk Support Specialist

6 days ago

Brighton, Brighton and Hove, United Kingdom Ingenio Technologies Full time
Job Description

We are seeking an experienced and motivated individual to fill a 2nd Line Helpdesk Support position in our dynamic Managed Service Provider (MSP) team. This role is ideal for someone looking to step up from 1st line or switch MSPs to continue their IT career journey.

Key Responsibilities
  • Provide support for software and hardware issues, including troubleshooting and resolving technical problems.
  • Handle incoming client calls and emails, ensuring a friendly and professional customer experience.
  • Accurately log and manage support tickets in the system, escalating complex technical issues as needed.
  • Collaborate with team members to ensure effective resolution of client queries and contribute to the knowledge base by documenting common problems and solutions.
Client Interaction and Communication
  • Deliver clear and user-friendly assistance to clients, many of whom may possess limited technical knowledge.
  • Demonstrate patience, understanding, and a positive attitude in all client interactions.
  • Effectively communicate technical information in a non-technical manner.
Documentation and Knowledge Management
  • Maintain accurate records of client interactions and resolutions in the support ticket system.
  • Ensure clear documentation of processes and solutions for future reference.
Professional Development
  • Engage in ongoing learning opportunities to enhance technical skills and customer service abilities.
  • Participate in training sessions and workshops to stay updated with the latest technologies and best practices.
Requirements
  • 2 years of experience on an MSP helpdesk is required, with no exceptions.
  • Proven understanding of common operating systems, networking concepts, and office software.
  • Excellent communication and problem-solving skills.
  • Eagerness for continuous development and adapting to a fast-paced environment.
Company Culture and Benefits
  • Work in a supportive and learning-focused environment, ideal for personal and professional growth.
  • Benefit from various perks, including health schemes, flexible working options, and a friendly office atmosphere.
  • Participate in regular team events and activities fostering a collaborative and enjoyable work culture.

We are a company that values growth, learning, and a positive team environment. If you are ready to take the next step in your IT career, apply now to join our team as a 2nd Line Helpdesk Support engineer.

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