2nd Line MSP Helpdesk Engineer
21 hours ago
Weare seeking an experienced motivated and enthusiastic individualfor a 2nd Line Helpdesk Support position in our dynamic ManagedService Provider (MSP). This role is perfect for someone steppingup from 1st line or switching MSPs tocontinue their IT career journey. With a focus on providingsecondlevel support this position is an invaluable opportunity tolearn grow and develop in the fastevolving world of technology. Ifyou have at least two years of experience on an MSP helpdesk apassion for IT a customerfirst mindset and a desire for personaldevelopment we would love to hear fromyou.
CoreFunctions andResponsibilities
Providesupport for software and hardware issues includingtroubleshooting.Handle incoming client callsand emails ensuring a friendly and professional customerexperience.Accurately log and manage supporttickets in the system.Escalate complextechnical issues as needed.Collaborate withteam members to ensure effective resolution of clientqueries.Contribute to the knowledge base bydocumenting common problems andsolutions.
ClientInteraction andCommunication
Deliverclear and userfriendly assistance to clients many of whom maypossess limited technicalknowledge.Demonstrate patience understandingand a positive attitude in all clientinteractions.Effectively communicatetechnical information in a nontechnicalmanner.
Documentationand KnowledgeManagement
Maintainaccurate records of client interactions and resolutions in thesupport ticket system.Ensure cleardocumentation of processes and solutions for futurereference.
ProfessionalDevelopment
Engagein ongoing learning opportunities to enhance technical skills andcustomer service abilities.Participate intraining sessions and workshops to stay updated with the latesttechnologies and bestpractices.
Experienceand SkillRequirements
2years of experience on an MSP helpdesk is required with noexceptions.This role would be suitable forsomeone with no career prospects who are looking to switch up to asecondline or change MSPs.Provenunderstanding of common operating systems networking concepts andoffice software.Excellent communication andproblemsolving skills.Eagerness forcontinuous development and adapting to a fastpacedenvironment.
CompanyCulture andBenefits
Workin a supportive and learningfocused environment ideal for personaland professional growth.Benefit from variousperks including health schemes flexible working options and afriendly office atmosphere.Participate inregular team events and activitiesfosteringa collaborative and enjoyable workculture.
Benefits
25Days holiday bank holidays.Access to onlinetraining with a focus on continuous learning anddevelopment.One day of homeworking per weekafter probationPrivate cashback healthscheme after probation.Comfortable workingenvironment with ergonomic chairs and electric standingdesks.Beantocup coffee machine andcomplimentary soft drinks.Free ample onsitecar parking.Proximity to public transport:10 minutes walk to train and busstops.Subsidised EV chargingpoints.Enjoyable summer and winter companyparties.Regular scheduled onetoones andannual performance reviews.Mileage allowancefor travelrelatedtasks.
Ifyoure ready to take the next step in your IT career with a companythat values growth learning and a positive team environment applynow to join our team as a 2nd Line Helpdesk Supportengineer
Noteto recruiters: we will not respond to recruitment agenciesenquiring or trying to fill thispost.
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