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 ideal for someone stepping up from 1st line or switching MSPs to continue their IT career journey. The position focuses on providing second-level support, offering an excellent opportunity to learn, grow, and develop in the fast-evolving world of technology. Candidates should have at least two years of MSP helpdesk experience, a passion for IT, a customer-first mindset, and a desire for personal development.
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
* Deliver clear and user-friendly assistance to clients, many of whom may have 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.
Experience And Skill Requirements
* Minimum of 2+ years of experience on an MSP helpdesk is required, with no exceptions.
* This role is suitable for individuals seeking to switch to a second-line support role or change MSPs.
* Proven understanding of common operating systems, networking concepts, and office software.
* Excellent communication and problem-solving skills.
* Eagerness for continuous development and adaptability in a fast-paced environment.
Company Culture And Benefits
* Work in a supportive, learning-focused environment conducive to personal and professional growth.
* Benefits include health schemes, flexible working options, and a friendly office atmosphere.
* Participate in regular team events and activities to foster a collaborative and enjoyable work culture.
Additional Benefits
* 25 days' holiday plus bank holidays.
* Access to online training for continuous learning and development.
* One day of homeworking per week after probation.
* Private cashback health scheme after probation.
* Ergonomic work environment with electric standing desks and comfortable chairs.
* Bean-to-cup coffee machine and soft drinks.
* Free on-site parking, proximity to public transport, subsidised EV charging points.
* Enjoyable summer and winter company parties.
* Regular one-to-one meetings and annual performance reviews.
* Mileage allowance for travel-related tasks.
If you're ready to advance your IT career in a company that values growth, learning, and a positive team environment, apply now to join us 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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