Help Desk Engineer

We are currently working with a client, who are an MSP near the Ellesmere Port area, they are recruiting for a Helpdesk Engineer, who's main focus will be managing the helpdesk but is happy to occasionally go out to customer sites and support the Onsite Engineers when needed. We are looking for someone who previous experience in an MSP environment and is confident on the phone dealing with customers and also a strong technical knowledge. Key Responsibilities: * Manage incoming helpdesk tickets and ensure timely resolution of issues. * Provide support to clients via phone, email, and remote access. * Troubleshoot and resolve hardware and software issues, including TCP/IP networking, server configurations, and network security. * Document all interactions and resolutions in our ticketing system. * Collaborate with onsite engineers to provide additional support during customer site visits. * Maintain strong communication with clients to keep them informed of ticket status. * Assist in the development and maintenance of technical documentation and user guides. Qualifications: * Previous experience in an MSP environment is essential. * Strong technical knowledge in TCP/IP, Cisco networking, server management, network security, VoIP and firewalls. * Familiarity with Hyper-V and virtualisation technologies. * Relevant IT certifications, such as CCNA and CompTIA A+, are preferred. * Excellent communication skills and a confident phone manner. * Ability to prioritise tasks and manage time effectively. * A proactive approach to problem-solving and a commitment to customer satisfaction. What they offer: * Competitive salary and benefits package. * Opportunities for professional development and career advancement. * A supportive and collaborative work environment. We look forward to your application