Position Overview

We are seeking a technically skilled and customer-focused Reactive Support Engineer to join our Service Desk team. This role is responsible for responding to escalated service requests, troubleshooting complex IT issues, and ensuring timely resolution in line with SLAs. The ideal candidate thrives in a dynamic environment and has a strong sense of urgency, ownership, and accountability.

Key Responsibilities

Respond to Level 1 and 2 service desk tickets.

Diagnose and resolve incidents and problems across endpoints, servers, networks, and cloud services.

Ensure all tickets are updated accurately and resolved within agreed SLAs.

Deliver support remotely and occasionally onsite, depending on client requirements.

Escalate unresolved issues to senior engineers or vendors as required.

Maintain thorough documentation of all work performed, including solutions and root cause analysis.

Collaborate with project and escalation teams to ensure smooth handover of critical or recurring issues.

Proactively identify opportunities for service improvements or automation.

Participate in an on-call or after-hours support roster, if required.

Required Skills & Experience

3+ years in a similar IT support role within an MSP or IT services provider.

Strong knowledge of:

Microsoft 365 and Azure AD administration

Windows Server and Active Directory

Desktop operating systems (Windows 10/11)

Networking fundamentals (DNS, DHCP, TCP/IP, VPNs)

Experience with remote monitoring and management (RMM) tools and PSA platforms (e.g., HaloPSA, Ninja RMM, Auvik etc).

Proven ability to work under pressure and manage multiple competing priorities.

Exceptional communication and customer service skills.

Strong problem-solving mindset and a passion for continuous learning.

Desirable Qualifications

Microsoft certifications (e.g., MS-900, AZ-104, MD-102)

CompTIA A+, Network+ or similar

ITIL Foundation certification

Familiarity with scripting or automation (PowerShell preferred)