Service Desk Specialist - Senior Technical Support

About the role

The Service Desk Specialist acts as a senior technical resource who resolves complex IT issues across multiple client environments. The role covers advanced troubleshooting and escalation support for end-user systems, cloud platforms, networking, security and infrastructure, owning each issue from investigation through resolution and supporting technical projects and process improvements.

Key responsibilities

• Serve as a trusted technical resource for complex IT support needs across several clients.
• Diagnose and resolve difficult issues on Windows, macOS, Microsoft 365, Google Workspace and cloud/on-premise environments.
• Own issues end-to-end: investigation, root cause, resolution, documentation and client communication.
• Support networking components such as firewalls, switches, VPNs, DNS/DHCP, Wi-Fi and routing.
• Work with technical teams in a non-tiered support structure to coordinate cross-functional troubleshooting.
• Take part in client projects such as migrations, deployments, security initiatives and system upgrades.
• Research unfamiliar technologies and propose improvements to processes, documentation, automation and tooling.
• Maintain technical documentation and share knowledge internally.
• Communicate clearly with technical and non-technical stakeholders and manage multiple client issues and priorities.

Required profile

• Bachelor's degree in Information Technology, Computer Science, Information Systems, Computer Engineering or a related field.
• At least five years of experience in an MSP, fast-paced, multi-client or multi-site IT support environment.
• Stable employment history.

Required skills

• Windows, macOS, Microsoft 365 and Google Workspace support and troubleshooting.
• Networking and security fundamentals: VPNs, DNS/DHCP, VLANs, Wi-Fi, firewalls and routing.
• Ability to diagnose problems beyond Level 2 support and to research unfamiliar technologies.
• Clear written and spoken English.