The MSP Service Desk & Support Specialist provides technical support and troubleshooting for clients in an MSP environment, handling hardware, software, and network issues, supporting various IT services, managing help desk tickets, and collaborating with team members for escalations when necessary.
MSP Service Desk & Support SpecialistJob Summary:
We are seeking a Service Desk & Support Specialist to join our Managed Service Provider (MSP) team. This role is responsible for providing technical support to clients, troubleshooting IT issues, and ensuring a high level of customer satisfaction. The ideal candidate will have experience in a fast-paced MSP environment, strong problem-solving skills, and excellent communication abilities.
Key Responsibilities:Technical Support & Troubleshooting
- Provide remote and onsite support for client IT environments.
- Diagnose and resolve hardware, software, and network issues for Windows and macOS environments.
- Support Microsoft 365, Active Directory, Azure, and other cloud services.
- Troubleshoot and maintain network infrastructure (firewalls, switches, VPNs, Wi-Fi).
- Assist with backup and disaster recovery solutions.
Customer Service & Client Interaction
- Respond to help desk tickets and ensure timely resolution based on SLAs.
- Provide clear, professional communication to clients regarding their issues and solutions.
- Educate end-users on IT best practices and security awareness.
System Monitoring & Maintenance
- Monitor client systems using RMM (Remote Monitoring & Management) tools.
- Perform proactive maintenance, patch management, and security updates.
- Document solutions, configurations, and troubleshooting steps in the ticketing system.
Escalations & Collaboration
- Escalate complex issues to senior engineers when necessary.
- Work collaboratively with team members to resolve technical challenges.
Required Qualifications:
- 3 years of experience in an MSP or IT support role.
- Strong knowledge of Windows Server, Active Directory, and Microsoft 365 administration.
- Experience with network troubleshooting (DNS, DHCP, VPN, Firewalls, VLANs).
- Familiarity with RMM and PSA tools (e.g., ConnectWise, Datto, NinjaOne).
- Basic understanding of cybersecurity principles and best practices.
- Excellent troubleshooting and problem-solving skills.
- Strong verbal and written communication skills.
Preferred Qualifications:
- Certifications such as CompTIA A+, Network+, Microsoft MCSA, or CCNA.
- Experience with PowerShell scripting for automation.
- Knowledge of backup and disaster recovery solutions.
Top Skills
Active Directory
Azure
Backup And Disaster Recovery Solutions
Connectwise
Cybersecurity Principles
Datto
Dhcp
Dns
Firewalls
Microsoft 365
Ninjaone
Powershell
Rmm Tools
Vlans
Vpn
Windows Server
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