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.