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.

• 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.