Job Specification: Service Desk Technician

We are partnering with a leading Managed Services Provider (MSP) to recruit a talented Service Desk Technician who thrives in a dynamic, client-focused environment. This is an exciting opportunity to work with diverse technologies and provide critical support to end-users across various industries.

The Role

As a Service Desk Technician, you will serve as the first point of contact for technical issues, ensuring users receive timely and effective solutions. This role requires a combination of remote and onsite support, involving troubleshooting, system maintenance, and project-based tasks.

Key Responsibilities

• Provide front-line technical support via phone and remote management tools to resolve service desk tickets.
• Support the setup, installation, and maintenance of hardware, software, and user accounts.
• Perform routine system maintenance and troubleshooting across customer environments.
• Deliver onsite support to clients for technical needs as required.
• Assess the impact of user requests, collect relevant details, and escalate issues when necessary.
• Create and update detailed documentation for internal teams and clients.
• Collaborate on project implementations, including server and firewall installations, migrations, and deployments.
• Communicate technical concepts clearly to non-technical users.
• Stay updated with emerging technologies to enhance support capabilities.

Qualifications and Experience

• 1–3 years of experience troubleshooting end-user devices such as desktops, laptops, printers, and peripherals.
• Experience working in help desk/service desk environments, ideally supporting multiple clients.
• Familiarity with Microsoft Windows desktop and server operating systems.
• Strong knowledge of Microsoft products, including Office, Outlook, and Microsoft 365.
• Basic networking knowledge with the ability to diagnose and resolve connectivity issues.
• Excellent communication skills, both verbal and written.
• Highly organized and detail-oriented, with the ability to manage tasks independently.
• Customer-focused, with a friendly and collaborative demeanor.
• Professional appearance and conduct.

Preferred Qualifications

• Associate’s or bachelor’s degree in Computer Science or a related field.
• Certifications such as CompTIA, Microsoft 365, or Cisco are highly desirable.
• Experience within a Managed Services Provider (MSP) environment is a strong advantage.

What’s on Offer

This position offers the opportunity to work in a fast-paced, technology-driven environment where your skills and expertise will make a real impact. You’ll gain exposure to cutting-edge technologies and work collaboratively with a supportive and professional team.

If you are passionate about technology and delivering exceptional customer service, we want to hear from you. Apply today to join this exciting team!