The Company
Join a well-established consultancy with a national reach across the eastern seaboard, serving SMB clients. Partnered with leading vendors, they specialise in networking, security, consulting, cloud, and managed services.
The Role
We’re looking for a Level 2 Service Desk Analyst to join a busy MSP service team. You’ll:
- Be the escalation point for Level 1–2 issues, owning tickets end-to-end and keeping clients updated
- Coordinate escalations and assist during major incidents, working closely with Level 3 engineers and the Service Manager
- Provide deskside/onsite support, manage calls and emails within SLA, and maintain accurate entries in ConnectWise
- Mentor junior staff and contribute to team capability
- Participate in the after-hours phone roster on rotation
About You
- 2+ years’ MSP experience
- Hands-on skills in:
- Networking: WatchGuard, FortiGate, Aruba, Ubiquiti
- Phones: SIP, Teams, 3CX
- Cloud & Apps: SharePoint, Windows/Azure
- Security: MDM, Sophos, Defender, Tenable
- Infrastructure & Virtualisation: Veeam, APC, Synology, Nutanix, Avigilon
- Strong communicator, organised, calm under pressure, and able to prioritise tasks
- Team player who takes ownership, supports others, and aligns with company values
Qualifications / Nice to Haves
- VMware Certified Professional
- Windows Server, AD/Exchange/SQL
- Virtualisation: VMware, Hyper-V, AHV, KVM
- ITIL v4, MCSA, CCNA, Fortinet NSE4, Azure Fundamentals
Benefits
- Work with a collaborative, supportive team
- Exposure to diverse technologies across SMB clients
- Opportunities to grow and develop technical and mentoring skills
Apply
If you’re serious about making a move, call Ryley on 0484 546 357 or email rladhams@humanisedgroup.com
#SCR-ryley-ladhams
