2nd Level IT Helpdesk Engineer - Office Based

This is a customer-focused position within a fast-paced Managed Service Provider environment. The successful candidate will be primarily responsible for delivering high-quality Level 2 technical support while also assisting the project team with onboarding and upgrade activities for both new and existing clients. A strong commitment to customer satisfaction, service excellence, and ownership of outcomes is essential.

Key Responsibilities

• Deliver Level 2 support for customer issues escalated from the Service Desk, ensuring timely and effective resolution.
• Proactively monitor and manage ticket queues to meet SLA targets and maintain clear communication with customers throughout.
• Support the 1st Line team as required, including handling customer calls during high-volume periods.
• Assist the Project Manager with implementation tasks across software, hardware, and infrastructure services—both remotely and occasionally on-site at cus...