Onsite Second Line Engineer

We are looking for candidates with experience working within a Managed Service Provider as a Client Support Engineer. This role involves troubleshooting and resolving complex technical issues, guiding clients through system functionalities, and collaborating with various internal teams to ensure client satisfaction. The ideal candidate will have strong problem-solving skills, excellent communication abilities, and a passion for helping others. Key Responsibilities: Provide timely and effective technical support to clients via phone, email, and chat. Diagnose and resolve technical issues related to our products and services. Communicate complex technical information in an easy-to-understand manner. Ensure clients are informed about the status of their issues and any follow-up actions required. Escalate unresolved issues to appropriate internal teams and ensure timely resolution. Follow up on escalated issues to ensure client satisfaction. Maintain accurate and detailed records of client interactions, technical issues, and solutions in our support ticketing system. Contribute to the development and maintenance of a comprehensive knowledge base by documenting common issues and their resolutions. Assist in onboarding new clients by providing training sessions and guiding them through the initial setup and configuration of our products. Collect and relay client feedback to product development teams to assist in the continuous improvement of our products. Stay up to date with the latest developments in our products and industry trends to provide informed support to clients. Qualifications: MSP Experience is paramount for this role. Proficiency in troubleshooting software and hardware issues. Experience with Microsoft Azure and Microsoft 365. Excellent verbal and written communication skills. Ability to explain technical concepts to non-technical users. Strong analytical and problem-solving abilities. Ability to think critically and troubleshoot complex issues. Demonstrated commitment to providing exceptional customer service. Patience and empathy when dealing with clients. Ability to work effectively in a team environment. Willingness to collaborate with other departments to resolve client issues. Interested candidates are encouraged to submit their resume below.