MSP Talent Bridge Ltd
Service Desk Specialist
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We are currently looking for a skilled Level 2 Helpdesk Technician to join a dynamic and growing IT services organisation. This is an excellent opportunity to work in a fast-paced environment supporting a diverse client base across multiple platforms and technologies.
The Role: As a Level 2 Helpdesk Technician, you will provide remote and on-site technical support to end users. You will troubleshoot, diagnose, and resolve a wide range of IT issues, escalating more complex problems when necessary. Your focus will be on delivering excellent customer service while ensuring systems run efficiently and reliably.
Key Responsibilities:
- Provide remote support via phone, email, chat, or ticketing system.
- Diagnose and resolve technical issues related to hardware, software, networking, printers, scanners, and other devices.
- Visit client sites as needed for installations, maintenance, or repairs.
- Escalate complex issues to senior technicians or external vendors.
- Maintain accurate records of tickets, incidents, and client interactions.
- Support internal systems and perform routine upkeep.
- Stay up to date with emerging technologies and best practices.
- Deliver high-quality customer service through professional communication and problem-solving.
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Daily Activities Include:
- Responding to incoming support requests and resolving technical issues promptly.
- Guiding users through step-by-step solutions.
- Installing and configuring devices, software, and accounts for new users.
- Performing internal system administration tasks.
- Collaborating with other technicians, vendors, and stakeholders to resolve escalated issues.
- Documenting solutions and following up with clients to ensure satisfaction.
Requirements:
- Proven experience in a busy IT helpdesk environment, handling tickets effectively.
- Experience setting up devices and accounts, including mobile devices and email configuration.
- Proficiency with Active Directory, shared folders, and domain structures.
- Strong troubleshooting skills across PCs, mobile devices, hardware, and telephony systems.
- Familiarity with diagnostic tools like Command Prompt and Event Viewer.
- Proficient in Office 365 administration, document management, and internal communications.
- Solid understanding of networking concepts (TCP/IP, DNS, DHCP, VPNs).
- Basic knowledge of cloud platforms such as Azure and AWS.
- Experience working across Windows, macOS, and Linux environments.
- Ability to handle advanced troubleshooting and collaborate with senior support teams.
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