About the role

Level 1 IT Help Desk Support Engineer providing exceptional technical support to clients. Collaborating with team members to resolve incidents and maintain service quality in a fast-paced environment.

Responsibilities

Responding to client inquiries, troubleshooting technical issues, and providing prompt resolutions
Collaborating with the Support Team to manage tickets and escalate incidents as necessary
Ensuring compliance with Incident Management and Problem Management processes
Demonstrating strong technical proficiency and mentoring junior team members
Maintaining accurate time entries and meeting Service Level Agreements (SLA)

Minimum 1-2 years IT support experience.
Experience within MSP settings, thriving amid shifting priorities and high pace.
Excellent written, verbal, and non-verbal communications skills.
Willingness to learn and collaborate in a team environment.
Consistently accurate with a focus on detail.
Demonstrates emotional intelligence in every interaction.
Handles customer interactions with clarity and patience, even in high-demand situations.
**Technical Experience:**
**Microsoft 365 administration: **user onboarding/offboarding, mailbox and license management, email support.
**General Troubleshooting:** MFA, Conditional Access, Email Security, Vendor support.
**Basic networking knowledge: **LAN, WAN, Wi-Fi, and VPN troubleshooting.
**End-user computing support: **Windows OS, desktop applications, Microsoft Office Suite.
**Device deployment:** rebuild and provisioning of workstations using Autopilot/Intune.
**Ticket management: **handling incidents, service requests, and problem records through ITSM tools.
**On site client support: **driver license and experience providing face to face support
**Certifications: **industry-recognized certifications. (Microsoft preferred)

Supportive, collaborative and respectful environment
Opportunity to work with an experienced team of Service Experience Engineers
Potential for future career opportunities within our company
Great environment with regular staff events
Free breakfast, soft drinks/juices and monthly lunches
Company culture that fosters learning and development through training and mentoring programs