Stratum Now is looking for a Senior MSP Helpdesk Engineer to join their expanding team.

Overview

As an MSP Helpdesk Engineer, you will provide remote technical support to our clients across different sectors. You will be responsible for resolving issues related to hardware, software, network, and cloud services using modern, agile practices. You will also perform proactive maintenance and monitoring of client systems and infrastructure. You will work as part of a dynamic and collaborative team that strives to deliver excellent customer service and satisfaction.

Context

Working on a technical Service Desk providing first- and second-line customer support, by telephone and remote assistance, for approximately 250 employees of our customers, who contact us with a wide variety of technical support requests and incidents. Must deliver first-class communication and keep our customers and their employees and third-parties at the centre of everything we do, keeping them informed every step of the way.

Responsibilities

• Respond to customer requests using our helpdesk system, and record your notes there as you progress the request
• Troubleshoot and resolve technical issues related to desktops, laptops, servers, printers, routers, firewalls, switches, and other devices
• Install, configure, and update software and applications on client systems
• Perform backup and restore operations and ensure data security and integrity
• Monitor and maintain client networks and cloud services using various tools and platforms
• Escalate complex or unresolved issues to senior engineers or third-party vendors
• Document solutions and procedures and update the knowledge base
• Follow ITIL best practices and adhere to SLAs and KPIs
• Provide feedback and suggestions for service improvement and customer satisfaction

Requirements

• Educated to A level or equivalent, or able to evidence ability at an equivalent level
• At least 2 years of experience in a similar role as a helpdesk engineer, support technician, or IT analyst
• Relevant IT certifications such as CompTIA A+, Network+, Security+, Microsoft 365, Azure, or AWS
• Strong knowledge of Windows and Mac operating systems, Microsoft Office 365, and other common software and applications
• Good understanding of network and cloud technologies, such as TCP/IP, DNS, DHCP, VPN, LAN, WAN, WLAN, VoIP, Azure, AWS, or Google Cloud
• Excellent troubleshooting and problem-solving skills
• Excellent communication and customer service skills
• Ability to work independently and as part of a team
• Ability to work under pressure and prioritise own workload effectively in the context of conflicting priorities and work on own initiative
• Flexibility to work on a rotating shift schedule, including weekends and holidays
• Eligibility to work in the UK

Interested? Get in touch

We’re not a stuffy company, so we don’t expect a formal letter – however, our MD did literally write a book on why he turns down job applications! If you want to give it a shot, send a friendly covering letter and your CV in via our website.

Recruitment Agencies

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