Helpdesk Technical Support Engineer for MSP

at  Advoco Solutions

Advoco Solutions are a leading Managed Service Provider, CRM and Software Development company, and are currently seeking a skilled Helpdesk Technical Support Engineer to join our dedicated team.
On top of a competitive salary, our standard 22 days holiday (which goes up the longer you’re with us), and a matched pension scheme, we’ll work with you to progress your career development plan and provide opportunities to accelerate your goals.
The ideal candidate will provide enterprise-level technical assistance and support to our customers, ensuring smooth operation of computer systems, software, and hardware. This role will be a full-time position based out of our Silchester office with the ability to progress to working off-site at customer locations throughout the UK.
You’ll have strong analytical and problem solving skills, being passionate about how we can make our customers businesses better, through solving business critical problems, and you’ll have a technical background, be a creative thinker and be solution focused.

EXPERIENCE/QUALIFICATION:

The successful candidate should possess:

• 3+ years proven experience in a customer facing technical support role within an established MSP.
• Excellent verbal and written communication and soft skills, inspiring confidence while leading customers through the steps to resolve issues via phone, and email.
• Proficiency in Windows operating systems, and computer networking essentials, MacOS is beneficial but not a requirement
• Good working knowledge of modern Windows Server Operating Systems inc. Domains, Active Directory, DHCP, DNS, Permissions, etc.
• Good working knowledge of Microsoft 365 \ Teams \ Exchange \ SharePoint, Intune and AutoPilot.
• Good working knowledge of VMWare ESX, vCenter and/or Hyper-V.
• Good working knowledge of Backup Systems, Enterprise Firewalls and Email Security Platforms.
• Familiarity with software troubleshooting techniques and help desk procedures
• Certifications or a technical qualification in IT.
• Strong understanding of Microsoft 365 and various aspects, including but not limited to Entra, Teams, Sharepoint and Exchange.
• Familiarity with remote desktop tools and help desk software, such as Central and Rescue, or similar.
• Ability to write reports and technical documents.
• Good knowledge of Sophos, Egnyte and Ubiquiti would be highly beneficial.
• Exceptional attention to detail.
• Must have the resilience and ability to work under pressure.
• Must have the ability to work alone, and as a member of the team.

• Offer technical support to customers via phone, email, or in person
• Troubleshoot and resolve issues related to operating systems, software applications, and hardware components, including but not limited to (desktops, laptops, servers, monitors, printers, routers, phones, firewalls, access points).
• Evaluate and log incidents and service requests in the service desk ticketing system and manage queues/workflows.
• Assist with setting up and configuring computer systems.
• Conduct software troubleshooting and recommend solutions.
• Communicate effectively with customers to understand and address their technical concerns.
• Build a knowledge base in the ticketing system or other approved systems.
• Assisting other team members including communicating company strategies, team goals, project deadlines, identifying training needs and skill management.
• Create and maintain documentation and records of customer interactions for support solutions and processes.
• Collaborate with the IT support team to escalate complex issues.