Senior IT Helpdesk - Level 2 (MSP exp)

Milestone IT is currently working with a leading Managed Service Provider (MSP) to recruit an experienced Senior IT Helpdesk Engineer – Level 2 for a full-time position.

This is an excellent opportunity for an experienced IT support professional who is looking to take the next step in their career and work within a dynamic MSP environment supporting a diverse range of clients and technologies.

You'll be joining a professional technical team where you'll have the opportunity to work on more complex technical issues, contribute to projects and continue developing your skills.

Key Responsibilities

• Provide Level 2 technical support to a diverse range of business clients.
• Troubleshoot and resolve escalated hardware, software and infrastructure issues.
• Support Microsoft 365, Windows 10/11 and Windows Server environments.
• Manage user accounts, permissions and Microsoft Entra ID.
• Troubleshoot networking issues including TCP/IP, DNS, DHCP, VPNs and Wi-Fi.
• Support desktops, laptops, printers and other end-user technologies.
• Assist with server, virtualisation and cloud infrastructure support.
• Monitor and manage tickets through the MSP's PSA/ticketing platform.
• Escalate complex issues to Level 3 engineers when required.
• Assist with client onboarding, migrations, upgrades and other IT projects.
• Maintain accurate documentation and technical records.
• Provide excellent customer service and communicate technical issues clearly to clients.

About You

We're looking for someone who is technically capable, customer-focused and comfortable working in a fast-paced MSP environment.
You'll ideally have:

• 2+ years' experience working in an MSP environment.
• Proven experience providing Level 2 IT support.
• Strong troubleshooting and problem-solving skills.
• Excellent Microsoft 365 and Windows knowledge.
• Experience with Microsoft Entra ID / Azure AD.
• Good understanding of networking fundamentals.
• Experience with remote support and RMM/PSA platforms.
• Strong communication and customer service skills.
• Excellent time management and ability to prioritise competing tickets.
• A proactive approach and willingness to take ownership of issues.
• The ability to work independently while contributing to a wider technical team.

Why Join?

This is a fantastic opportunity for a Level 2 engineer who wants to move beyond basic helpdesk support and develop their career within an established MSP.

You'll gain exposure to:

• A diverse range of clients and IT environments.
• Complex technical troubleshooting.
• Microsoft cloud and infrastructure technologies.
• Networking, servers and virtualisation.
• IT projects and client implementations.
• A supportive and technically focused team.
• Clear opportunities for career progression into Level 3 and Systems Engineering.

Apply Now If you're an experienced Level 2 IT Support / Helpdesk Engineer with MSP experience and are ready for your next challenge, we'd love to hear from you.

Apply now or contact Milestone IT on (03) •••• •682 for a confidential discussion.