The Service Desk Specialist provides advanced remote and onsite IT support to clients, acting as a key escalation point for complex incidents, service requests, and infrastructure issues.
This role is responsible for troubleshooting and resolving server, network, Microsoft 365, endpoint, and systems-related issues while maintaining strong SLA performance and excellent customer service standards.
The successful candidate will be technically strong in both server and network environments, comfortable working independently on escalations, and capable of supporting implementation or infrastructure refresh projects where required.
This is a client-facing MSP role that requires strong communication, ownership, and sound technical judgement.
Principal Accountabilities
Technical Support
- Provide advanced second-line support for incidents and service requests escalated from L1 engineers.
- Troubleshoot and administer Windows Server, Active Directory, Group Policy, DNS, DHCP, file shares, print services, and virtualization platforms.
- Support Microsoft 365 services, including Exchange Online, Teams, SharePoint, OneDrive, Entra ID, and Intune.
- Diagnose and resolve network issues involving firewalls, switches, wireless access points, VPNs, VLANs, routing, and ISP connectivity.
- Perform firmware upgrades, patching, and lifecycle maintenance for servers, network devices, and endpoint systems.
- Support infrastructure technologies including Cisco Meraki, Sophos, Aruba, Hyper-V, VMware, backup, and endpoint security platforms.
- Investigate recurring issues and contribute to permanent fixes, root cause analysis, and knowledge base improvements.
- Escalate to senior engineers or Technical Architects when design-level changes are required.
Service Delivery
- Take ownership of escalated customer issues through to full resolution within SLA.
- Provide both remote and onsite support for client incidents, changes, and service requests.
- Coordinate with third-party vendors, ISPs, and software providers through to successful resolution.
- Raise and manage change requests, incident reports, and implementation documentation where required.
- Maintain accurate ticket notes, resolution steps, root cause findings, and customer communication updates.
- Identify when work falls outside BAU scope and appropriately recommend project or prepaid-hours engagement.
- Ensure customer expectations are managed proactively whenever SLA risk is identified.
Projects & Infrastructure Changes
- Support infrastructure refresh, office fit-out, server migration, firewall replacement, and wireless deployment projects.
- Assist in implementing new servers, switches, firewalls, access points, and endpoint platforms.
- Work with project managers and technical architects on technical deliverables and deployment activities.
- Contribute to implementation plans, rollback plans, change documentation, and post-change validation.
- Participate in structured cabling, rack setup, patching, and server room activities where required.
Team & Organisational Contribution
- Mentor L1 Service Desk Analysts and provide technical guidance on escalated tickets.
- Contribute to internal SOPs, knowledge articles, and technical documentation.
- Support continual improvement initiatives across service delivery, ticket quality, and monitoring standards.
- Maintain accurate time entries, technical notes, and billing-related updates in the ticketing system.
- Work closely with Client Service Managers, Account Managers, and Technical Architects to support client outcomes.
Skills & Experience
- 3-5 years of experience in an MSP, IT infrastructure support, or service desk L2 role.
- Strong troubleshooting experience across Windows Server and Microsoft 365 environments.
- Strong hands-on knowledge of switching, VLANs, VPNs, firewalls, wireless, and ISP troubleshooting.
- Experience supporting Cisco Meraki, Sophos, Fortinet, Aruba, or similar platforms.
- Working knowledge of Hyper-V, VMware, backup solutions, and endpoint security tools.
- Familiarity with ServiceNow or similar PSA/ticketing platforms, patching tools, and monitoring systems.
- Excellent written and verbal communication skills.
- Strong ownership mindset and ability to manage multiple priorities.
- Experience in onsite client support and infrastructure deployment activities is highly desirable.
Preferred Certifications
- Microsoft certifications (Modern Desktop, Azure / Microsoft 365, Windows Server)
- CCNA or equivalent networking certification
- Fortinet NSE / Sophos / Meraki certifications
- ITIL Foundation
