Desktop Support opportunity to work at a large national MSP
Your new company
Join a leading managed services provider renowned for delivering exceptional IT support and solutions to a diverse client base. This organisation is committed to technical excellence, professional development, and outstanding customer service.
Your new role
As a Helpdesk Engineer (Level 2), you will be the escalation point for complex technical issues, providing advanced support to end-users via phone, email, and remote tools. You’ll collaborate with Level 1 technicians, deliver remote and emergency on-site support, and ensure high levels of customer satisfaction.
Key Responsibilities:
- Respond promptly to escalated helpdesk tickets and customer enquiries.
- Investigate, diagnose, and resolve technical problems escalated from Level 1.
- Maintain accurate records of helpdesk tickets, solutions, and follow-up actions.
- Escalate complex issues to Level 3 technicians with thorough documentation.
- Review and update technical documentation and knowledge-based articles.
- Ensure timely resolution of issues in line with service level agreements (SLAs).
- Liaise with third-party vendors and software providers to resolve client issues.
- Perform maintenance, patching, and upgrades on operating systems.
- Stay current and accredited in key business platforms.
- Mentor and support Level 1 technicians, sharing knowledge and best practices.
- Troubleshoot issues related to networking, firewalls, printing, WiFi, cloud, Windows Server, Active Directory, Microsoft 365, SharePoint, Azure, MS Teams, backup and disaster recovery, Windows & Apple OS, and VoIP technologies.
What you'll need to succeed
- Minimum 3 years’ experience in an MSP or Service Desk environment (essential).
- IT qualification (Computer Science, IT, Computing, Engineering) or industry certifications (Microsoft, CompTIA A+, Fortinet, VMware) (essential).
- Current driving licence (essential).
- Strong technical skills in:
- Windows Server (2008–2022)
- Windows, macOS, Linux OS
- Networking (TCP/IP, DNS, DHCP, routing, switching, VLANs, subnets, firewalls, VPNs)
- Active Directory & User Management
- Virtualisation (VMware, Hyper-V)
- Security fundamentals (antivirus, EDR, malware, firewall, encryption)
- Scripting (PowerShell)
- Office 365 (SharePoint, Teams, Admin Portal, Directory Sync)
- Working knowledge of Azure
- Excellent customer service, communication, and documentation skills.
- Strong problem-solving, time management, and organisational abilities.
- Solutions-focused, accountable, and passionate about delivering quality IT support.
- Team-oriented, approachable, and open to feedback.
What you'll get in return
In return, you will receive a salary of between $70k-$85k+Super dependant one experience, alongside great additional benefits, including investment in training & development.
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
#2956297