2nd Line MSP Helpdesk Engineer

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 1^st line or switching MSPs to continue their IT career journey. With a focus on providing secondlevel support this position is an invaluable opportunity to learn grow and develop in the fastevolving world of technology. If you have at least two years of experience on an MSP helpdesk a passion for IT a customerfirst mindset and a desire for personal development we would love to hear from you.

Provide support for software and hardware issues including troubleshooting.

Handle incoming client calls and emails ensuring a friendly and professional customer experience.

Accurately log and manage support tickets in the system.

Escalate complex technical issues as needed.

Collaborate with team members to ensure effective resolution of client queries.

Contribute to the knowledge base by documenting common problems and solutions.

Deliver clear and userfriendly 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 nontechnical manner.

Maintain accurate records of client interactions and resolutions in the support ticket system.

Ensure clear documentation of processes and solutions for future reference.

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.

2 years of experience on an MSP helpdesk is required with no exceptions.

This role would be suitable for someone with no career prospects who are looking to switch up to a secondline or change MSPs.

Proven understanding of common operating systems networking concepts and office software.

Excellent communication and problemsolving skills.

Eagerness for continuous development and adapting to a fastpaced environment.

Work in a supportive and learningfocused 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.

25 Days holiday bank holidays.

Access to online training with a focus on continuous learning and development.

One day of homeworking per week after probation

Private cashback health scheme after probation.

Comfortable working environment with ergonomic chairs and electric standing desks.

Beantocup coffee machine and complimentary soft drinks.

Free ample onsite car parking.

Proximity to public transport: 10 minutes walk to train and bus stops.

Subsidised EV charging points.

Enjoyable summer and winter company parties.

Regular scheduled onetoones and annual performance reviews.

Mileage allowance for travelrelated tasks.

If youre 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!