IT Helpdesk Engineer

This is a customer-focused position within a fast-paced Managed Service Provider environment. The successful candidate will be primarily responsible for delivering high-quality Level 2 technical support while also assisting the project team with onboarding and upgrade activities for both new and existing clients. A strong commitment to customer satisfaction, service excellence, and ownership of outcomes is essential.

Key Responsibilities • Deliver Level 2 support for customer issues escalated from the Service Desk, ensuring timely and effective resolution. • Proactively monitor and manage ticket queues to meet SLA targets and maintain clear communication with customers throughout. • Support the 1st Line team as required, including handling customer calls during high-volume periods. • Assist the Project Manager with implementation tasks across software, hardware, and infrastructure services—both remotely and occasionally on-site at customer locations. • Accurately document work performed and maintain up-to-date configuration and support information. • Identify recurring issues and contribute to service improvement activities, knowledge base updates, and root-cause prevention.

Key Skills / Experience Required • Previous experience within an MSP environment is essential. • Strong background in customer-focused support roles. • Excellent interpersonal and communication skills, confident dealing with users at all levels. • Ability to troubleshoot, prioritise, and resolve incidents in line with SLAs. • Proactive approach to problem solving, with a commitment to delivering on promises. • Well-organised with the ability to manage multiple tasks simultaneously.