MSP HelpDesk Support Engineer
We are looking for an MSP HelpDesk Support Engineer who plays a crucial role in providing technical support and assistance to clients, ensuring their IT infrastructure operates smoothly and efficiently. This position typically involves direct communication with clients to resolve technical issues, manage system updates, and maintain a high level of system performance and security. Below is a detailed job description for an MSP HelpDesk Support Engineer:
Job Summary:
The MSP HelpDesk Support Engineer is responsible for offering technical support to clients over the phone, via email, or through a ticketing system. This role requires a deep understanding of IT systems, including hardware, software, and networks. The engineer will diagnose and resolve technical issues, provide customer support, and contribute to the development of IT solutions that meet client needs.
Key Responsibilities:
• Serve as the first point of contact for clients experiencing technical issues, providing prompt and effective resolution.
• Troubleshoot problems with computer systems, including troubleshooting hardware and software, email, network, and peripheral equipment problems; make repairs and corrections where required.
• Perform regular checks and updates to ensure the smooth functioning of clients’ IT infrastructure, including patch management and preventive maintenance.
• Maintain detailed and accurate records of all client interactions, steps taken to resolve issues, and the current status of clients’ systems.
• Implement and monitor security measures for the protection of computer systems, networks, and information.
• Assist in the development and delivery of training to clients on how to use their IT systems effectively and safely.
• Contribute to IT projects, including system upgrades, migrations, and new installations.
• Keep up-to-date with the latest technologies and IT best practices to continuously improve the quality of support provided.
Requirements:
• Bachelor’s degree in Computer Science, Information Technology, or related field preferred.
• A minimum of 3 years of experience in IT support, preferably in an MSP or similar environment.
• Strong knowledge of computer systems, networks, and commonly used software and hardware.
• Familiarity with cloud services, backup systems, and security practices.
• Certifications such as CompTIA A+, Network+, Security+, or Microsoft Certified Professional (MCP) are advantageous.
• Excellent problem-solving skills and the ability to diagnose and resolve technical issues efficiently.
• Strong verbal and written communication skills, with the ability to explain technical concepts in simple terms.
• A strong focus on customer service and the ability to handle stressful situations calmly and effectively.
• Ability to work well in a team, as well as independently, with minimal supervision.
Security Analyst Verbal communication Problem-solving Written communication skills cloud-platforms networking technologies Customer service CompTIA Security+ Maintenance hardware computer systems