2nd Line Helpdesk Engineer

MSP Talent Bridge Ltd; Greater London; On-site; GBP 24,000 - 32,000; Full time

Job summary

MSP Talent Bridge Ltd is seeking a Level 2 Helpdesk Technician to provide remote and on-site support for a diverse client base across Windows, macOS and Linux environments. You will troubleshoot a wide range of IT issues, configure devices and accounts, and escalate complex problems to senior staff when needed.

The role emphasizes strong customer service, timely ticket resolution, and thorough documentation.

Qualifications

• Experience in a busy IT helpdesk environment, handling tickets effectively.
• Experience setting up devices and accounts, including mobile devices and email configuration.
• Proficiency with Office 365 administration, document management, and internal communications.

Responsibilities

• Provide remote support via phone, email, chat, or ticketing system.
• Diagnose and resolve hardware, software, networking, printers, scanners, and other device issues.
• Visit client sites for installations, maintenance, or repairs when needed.
• Escalate complex issues to senior technicians or external vendors.
• Maintain accurate records of tickets, incidents, and client interactions.
• Support internal systems and perform routine upkeep.
• Stay up to date with emerging technologies and best practices.
• Deliver high-quality customer service through professional communication and problem-solving.

Skills

Customer service

Ticketing systems

Communication

Troubleshooting

Remote support

End-user support

Tools

Active Directory

Office 365

Windows

macOS

Linux

Azure

AWS

VPNs

DNS/DHCP

Job description

We are currently looking for a skilled Level 2 Helpdesk Technician to join a dynamic and growing IT services organisation. This is an excellent opportunity to work in a fast-paced environment supporting a diverse client base across multiple platforms and technologies.

The Role:

As a Level 2 Helpdesk Technician, you will provide remote and on-site technical support to end users. You will troubleshoot, diagnose, and resolve a wide range of IT issues, escalating more complex problems when necessary. Your focus will be on delivering excellent customer service while ensuring systems run efficiently and reliably.

Key Responsibilities:

• Provide remote support via phone, email, chat, or ticketing system.
• Diagnose and resolve technical issues related to hardware, software, networking, printers, scanners, and other devices.
• Visit client sites as needed for installations, maintenance, or repairs.
• Escalate complex issues to senior technicians or external vendors.
• Maintain accurate records of tickets, incidents, and client interactions.
• Support internal systems and perform routine upkeep.
• Stay up to date with emerging technologies and best practices.
• Deliver high-quality customer service through professional communication and problem-solving.

Daily Activities Include:

• Responding to incoming support requests and resolving technical issues promptly.
• Guiding users through step-by-step solutions.
• Installing and configuring devices, software, and accounts for new users.
• Performing internal system administration tasks.
• Collaborating with other technicians, vendors, and stakeholders to resolve escalated issues.
• Documenting solutions and following up with clients to ensure satisfaction.

Requirements:

• Proven experience in a busy IT helpdesk environment, handling tickets effectively.
• Experience setting up devices and accounts, including mobile devices and email configuration.
• Proficiency with Active Directory, shared folders, and domain structures.
• Strong troubleshooting skills across PCs, mobile devices, hardware, and telephony systems.
• Familiarity with diagnostic tools like Command Prompt and Event Viewer.
• Proficient in Office 365 administration, document management, and internal communications.
• Solid understanding of networking concepts (TCP/IP, DNS, DHCP, VPNs).
• Basic knowledge of cloud platforms such as Azure and AWS.
• Experience working across Windows, macOS, and Linux environments.
• Ability to handle advanced troubleshooting and collaborate with senior support teams.

This is a hands-on role in a supportive, collaborative environment, offering opportunities to grow your technical skills while helping clients succeed.