A first- and second-level technical support specialist at a managed service provider, handling help desk tickets via Slack, phone, and email while troubleshooting Microsoft 365, Windows, and basic network issues within SLAs. Day-to-day involves RMM monitoring, patching, user onboarding, ticket documentation, and escalating complex issues to senior engineers.
We are an established Managed Service Provider (MSP) seeking a Service Desk & Support Specialist to deliver first- and second-level technical support to our clients across multiple industries. You will troubleshoot hardware, software, and network issues, manage tickets, and provide an excellent customer experience in a fast-paced, team-focused environment.
Key Responsibilities
- Respond to help desk tickets, via Slack, phone calls, and emails, ensuring issues are resolved within defined SLAs.
- Troubleshoot and resolve issues related to Microsoft 365, user accounts, email, and basic permissions.
- Assist with Windows Server user administration, basic server checks, and routine maintenance tasks.
- Diagnose and resolve basic network issues (DNS, DHCP, VPN, Wi‑Fi, printers, internet connectivity); escalate complex issues when needed.
- Monitor client systems using RMM tools, perform patching, updates, and proactive maintenance.
- Document all work performed in the ticketing system with clear notes and resolutions.
- Participate in onboarding of new users (accounts, hardware setup, permissions, applications).
- Collaborate with senior engineers on escalations and follow through to resolution.
- Educate end users on basic IT best practices and security awareness.
Required Qualifications
- Must have 2-3 years of experience in an MSP IT help desk, desktop support, or similar technical support role.
- Hands-on experience with:
- Windows 10/11 workstations (install, configure, troubleshoot).
- Microsoft 365 (Outlook, OneDrive, Teams, basic admin tasks).
- Basic networking: TCP/IP, DNS, DHCP, VPN, Wi‑Fi troubleshooting.
- Experience using RMM and ticketing/PSA tools (e.g., ConnectWise, Datto, Kaseya, NinjaOne, Autotask, HaloPSA).
- Strong customer service, communication, and documentation skills.
- Ability to multitask, prioritize tickets, and work independently in a fast-paced MSP environment.
Preferred Qualifications
- Previous experience working for a Managed Service Provider is a must
- Industry certifications such as CompTIA A+, Network+, Security+, Microsoft, or Cisco (e.g., CCNA).
- Basic PowerShell or scripting knowledge for automation and routine tasks.
- Experience with firewalls (e.g., SonicWall, Meraki) and VPN configuration.
- Familiarity with backup and disaster recovery solutions.
Soft Skills
- Strong problem-solving mindset and willingness to research and learn new technologies.
- Professional, patient, and empathetic approach when working with non-technical users.
- Reliable work ethic and consistent follow-through on assigned tickets and projects.