MSP Helpdesk Engineer (L1/L2)

• Resolve user issues via ticketing system, phone, and email, owning tickets through to resolution
• Support and troubleshoot servers and end-user devices including desktops, laptops, mobile devices, and peripherals
• Provide hands-on support across Windows, macOS, and cloud applications
• Administer and troubleshoot Microsoft 365 and the M365 Admin Centre
• Work with Windows Server including Active Directory, Group Policy, and core server roles
• Assist with managed service delivery: backups, patch management, vulnerability management, and security alert monitoring
• Contribute to a cyber security and compliance-focused culture
• Work with routers, switches, access points, and other network devices
• Assist with TCP/IP, DNS, LAN, and VPN troubleshooting
• Support firewall configuration and network performance investigations
• Prioritise tickets effectively and respond within agreed SLAs
• Communicate clearly with users of all technical levels
• Collaborate with colleagues to resolve complex issues and improve processes
• Contribute to documentation and the internal knowledge base
• Participate in project work, providing hands-on assistance and technical expertise

Technologies:

• Active Directory
• Cloud
• Firewall
• Hardware
• Support
• LAN
• macOS
• Microsoft 365
• Mobile
• Network
• Security
• TCP/IP
• VPN
• Windows
• Office 365

• 2+ years experience in an MSP helpdesk or IT support environment (MSP experience is strongly preferred)
• Strong understanding of hardware, software, and troubleshooting methodologies
• Good working knowledge of networking fundamentals and common protocols
• Working knowledge of Windows Server, Active Directory, Microsoft 365, and macOS
• Exposure to RMM and PSA tools
• Excellent communication skills to explain technical issues clearly to non-technical users
• Proactive mindset with curiosity about new technologies and eagerness to learn
• Strong organisation and time-management skills
• Ability to build productive working relationships, including with third-party providers
• Full UK driving licence and own car (max 6 points) - preferred
• Solid L1 experience with growing L2 capability, or established L2 seeking a step up - preferred

We are an established Managed Service Provider (MSP) located in Wakefield, UK, and we are looking for an experienced helpdesk engineer to join our front-line support team. We value our employees and offer a dynamic work environment where you can thrive and grow. Our role is primarily office-based, with occasional client site visits for on-site issues. We provide a salary range of £28,000-£32,000 depending on experience, alongside benefits such as training and certifications, comprehensive private healthcare, a company pension scheme, and a dog-friendly office. Join us in celebrating success and contributing to our vibrant company culture.