IT Support MSP Specialist - Level 2 Full-Time, Remote, Working from Home, UK Hours

We are seeking a proactive and experienced MSP Level 2 IT Support Specialist to join our remote team, to be responsible for providing support and resolving technical issues.

Key Responsibilities:

The Helpdesk Manager role requires a blend of technical expertise and process optimisation. Key responsibilities include:

Process Improvement: Streamline helpdesk processes by reducing unnecessary escalations, enhancing documentation, and providing training to Level 1 support, enabling them to handle more tasks independently.

Collaboration: Work closely with the MSP Owner, sharing responsibilities and providing guidance to improve skills and maintain team morale.

Escalation Protocols: Define and document clear escalation procedures, create runbooks, and develop an internal knowledge base.

Asset Management: Oversee and optimise asset management using SuperOps, implement automated asset tracking, and ensure accurate information is readily available for quicker issue resolution.

Customer Service: Deliver exceptional customer service, managing relevant services and processes effectively.

Communication: Embrace proactive communication, particularly through face-to-face Teams calls, ensuring tasks and processes stay on track.

Hands-on Technical Support: Provide direct support and problem resolution for customers with hardware, software, and application issues. This includes handling queries submitted through the ticketing system, email, or phone calls.

Technical Expertise: Perform hands-on tasks such as customer support, PowerShell scripting, and automation.

User Management: Manage user accounts and permissions in Microsoft 365 and Azure Active Directory.

Network Support: Assist with the configuration, troubleshooting, and support of network devices, including routers, switches, and firewalls.

Additionally, maintain comprehensive documentation of customer interactions, troubleshooting steps, and resolutions. Ensure a high level of customer service is provided for all support queries, adhering to service management principles.

Required Experience:

Level 2 IT Support within a Managed Service Provider (MSP) environment.

The role combines technical problem-solving, process management, and collaborative teamwork.


Qualifications:
Fluency in English with exceptional communication skills, both written and verbal. This is essential.
Proven experience in IT remote support, with a strong understanding of Microsoft 365 and Azure Active Directory.
Basic knowledge of networking principles, including TCP/IP, DNS, DHCP, and routing.
Excellent troubleshooting skills and the ability to provide solutions under pressure.
A customer-oriented attitude with an emphasis on professionalism and responsiveness.

Benefits:
Fully remote work working from home
Competitive pay and benefits.
Opportunities for professional growth and advancement.
Supportive and collaborative team environment