Level 2 Helpdesk Technician

Level 2 Helpdesk Technician (MSP) SE London | £30,000 - £35,000 + Company Benefits A specialist provider delivering Managed Print, Telecoms and IT Services, focused on effective deployment and ongoing support. Working with customers to implement document management, unified communications and IT solutions designed to improve productivity, reliability and cost efficiency. Responsibilities * Provide remote helpdesk support via phone, email, chat and ticketing systems. * Diagnose and resolve issues relating to hardware, software, networks, printers, scanners and other devices. * Attend customer sites as required for installation, configuration, maintenance and repair of equipment. * Escalate complex or unresolved issues to senior technicians, third parties, or vendors. * Document and maintain accurate customer records, tickets and reports. * Support and maintain internal systems and general upkeep. * Follow internal policies, procedures and technical standards. * Maintain awareness of relevant technologies and updates. * Deliver clear communication and a consistent customer-focused service. What we’re looking for: * Experience working in an MSP Helpdesk environment, managing tickets via a ticketing system. * Device and account setup for new starters, including mobile device configuration and email setup. * Creating shared folders and domain pathways within Active Directory. * Diagnosing a wide range of issues affecting PCs, mobile devices, hardware and phones. * Using Command Prompt and Event Viewer to diagnose and resolve faults. * Supporting Office 365 administration tasks, including correspondence, document management and internal communications. * Strong understanding of networking concepts including TCP/IP, DNS, DHCP and VPNs. * Basic understanding of Azure and AWS. * Familiarity with Windows, macOS and Linux environments. * Ability to handle Level 2 workloads including advanced troubleshooting and software support. * Experience collaborating with Level 3 support and third parties to resolve specialist issues. This role reports to the Head of IT and operates within a team-based support function. You will liaise with customers, vendors and internal stakeholders on a daily basis, managing multiple tasks under pressure. The environment is fast-paced and requires flexibility and adaptability. Standard working hours apply, with potential requirement for overtime, weekend working, or on-call support