Service Desk Engineer - MSP Background essential.
Core
First point of contact for managed services clients, owning tickets from initial report through to resolution across reactive troubleshooting and proactive management.
Role type
Service Desk Engineer (MSP)
Builds
Client support and system stability for manufacturing, medical, mining, education, and energy sectors
Domain
IT Service Management / Managed Services
Deliverable
client delivery
Required skills
Endpoint management, Office 365/Azure AD administration, PSA management, Server management (Active Directory, DNS), Virtualization (VMware/Hyper-V), Backup platforms, IP telephony, Networking & firewalls, Security fundamentals
Preferred skills
AWS, Microsoft Azure
Responsibilities
Manage incoming client faults via phone, email, and ticketing system; Take full ownership of tickets including logging, categorizing, and prioritizing per SLAs; Conduct diagnostics for first-point-of-contact resolution; Escalate to internal/external teams while remaining the client's single point of contact; Proactively update clients throughout the ticket lifecycle; Identify recurring issues, security trends, or service risks; Manage scheduled maintenance tasks
Seniority
Mid-level, hands-on IC
