MSP Service Desk & Support Specialist

We are an established Managed Service Provider (MSP) seeking a Service Desk & Support Specialist to deliver first- and second-level technical support to our clients across multiple industries. You will troubleshoot hardware, software, and network issues, manage tickets, and provide an excellent customer experience in a fast-paced, team-focused environment.

Key Responsibilities

- Respond to help desk tickets, via Slack, phone calls, and emails, ensuring issues are resolved within defined SLAs.

- Troubleshoot and resolve issues related to Microsoft 365, user accounts, email, and basic permissions.

- Assist with Windows Server user administration, basic server checks, and routine maintenance tasks.

- Diagnose and resolve basic network issues (DNS, DHCP, VPN, Wi‑Fi, printers, internet connectivity); escalate complex issues when needed.

- Monitor client systems using RMM tools, perform patching, updates, and proactive maintenance.

- Document all work performed in the ticketing system with clear notes and resolutions.

- Participate in onboarding of new users (accounts, hardware setup, permissions, applications).

- Collaborate with senior engineers on escalations and follow through to resolution.

- Educate end users on basic IT best practices and security awareness.

Required Qualifications

- Must have 2-3 years of experience in an MSP IT help desk, desktop support, or similar technical support role.

- Hands-on experience with:

- Windows 10/11 workstations (install, configure, troubleshoot).

- Microsoft 365 (Outlook, OneDrive, Teams, basic admin tasks).

- Basic networking: TCP/IP, DNS, DHCP, VPN, Wi‑Fi troubleshooting.

- Experience using RMM and ticketing/PSA tools (e.g., ConnectWise, Datto, Kaseya, NinjaOne, Autotask, HaloPSA).

- Strong customer service, communication, and documentation skills.

- Ability to multitask, prioritize tickets, and work independently in a fast-paced MSP environment.

Preferred Qualifications

- Previous experience working for a Managed Service Provider is a must

- Industry certifications such as CompTIA A+, Network+, Security+, Microsoft, or Cisco (e.g., CCNA).

- Basic PowerShell or scripting knowledge for automation and routine tasks.

- Experience with firewalls (e.g., SonicWall, Meraki) and VPN configuration.

- Familiarity with backup and disaster recovery solutions.

Soft Skills

- Strong problem-solving mindset and willingness to research and learn new technologies.

- Professional, patient, and empathetic approach when working with non-technical users.

- Reliable work ethic and consistent follow-through on assigned tickets and projects.

Originally posted on Himalayas