MSP Service Desk & Support Specialist

About the role

We are an established Managed Service Provider looking for a Service Desk & Support Specialist to deliver first- and second-level technical support to our diverse client base. You will troubleshoot hardware, software, and network issues while ensuring a high‑quality customer experience.

Key responsibilities

• Respond to help‑desk tickets via Slack, phone, and email, meeting defined SLAs.
• Troubleshoot Microsoft 365, user accounts, email, and basic permissions.
• Perform Windows Server user administration, routine checks, and maintenance.
• Diagnose basic network issues (DNS, DHCP, VPN, Wi‑Fi, printers, connectivity) and escalate complex cases.
• Monitor client systems with RMM tools, apply patches, updates, and proactive maintenance.
• Document all work in the ticketing system with clear notes and resolutions.
• Assist in onboarding new users, including account setup, hardware configuration, and application deployment.
• Collaborate with senior engineers on escalations and educate end users on IT best practices.

Required profile

• 2‑3 years of experience in an MSP IT help desk, desktop support, or similar role.
• Strong customer service, communication, and documentation skills.
• Ability to multitask, prioritize tickets, and work independently in a fast‑paced environment.

Required skills

• Windows 10/11 installation, configuration, and troubleshooting.
• Microsoft 365 administration (Outlook, OneDrive, Teams).
• Basic networking concepts: TCP/IP, DNS, DHCP, VPN, Wi‑Fi troubleshooting.
• Experience with RMM and ticketing/PSA tools (ConnectWise, Datto, Kaseya, NinjaOne, Autotask, HaloPSA).
• Basic PowerShell or scripting knowledge.
• Familiarity with firewalls (SonicWall, Meraki) and VPN configuration.