Level 2/3 Service Desk Analyst
Location: Torremolinos, Malaga
Job Type: Full-Time
Travel Requirement: Occasional travel to the UK for high-level project work
Experience: Minimum 2 years in an MSP environment
About the Role
We are looking for a highly skilled Level 2/3 Service Desk Analyst to join our dynamic IT team. The ideal candidate will have deep expertise in troubleshooting complex Windows environment issues, including application and network system-related problems. This role requires a strong technical background, a proactive problem-solving mindset, and the ability to mentor junior analysts.
Key Responsibilities
* Provide advanced technical support for Windows environments, resolving complex application, network, and system-related issues.
* Manage and maintain Active Directory and Office 365 environments effectively.
* Act as an escalation point for Level 1/2 analysts, guiding them through technical issues and fostering a culture of continuous learning.
* Take ownership of incident management for P1 (Priority 1) incidents, ensuring efficient communication with client stakeholders and internal teams.
* Contribute to and improve the knowledge base, ensuring accurate documentation of troubleshooting steps and solutions.
* Work collaboratively within the team, promoting a team-first culture and maintaining strong working relationships with colleagues and clients.
* Participate in higher-level project work and travel to the UK when required to assist in complex implementations and strategic initiatives.
Required Skills & Experience
* Minimum 2 years of experience in a Managed Service Provider (MSP) environment.
* Strong expertise in Active Directory, Office 365, and Windows operating systems.
* Excellent troubleshooting skills for application, network, and system issues.
* Experience handling incident management for high-priority (P1) incidents, including stakeholder communication.
* Ability to mentor and support junior analysts, fostering growth within the team.
* Strong organizational skills to enhance and maintain the internal knowledge base.
* Excellent interpersonal and communication skills, with a strong team-player mindset.
* Willingness and ability to travel to the UK for high-level project work.
Preferred Qualifications
* IT certifications (e.g., Microsoft certifications, ITIL, CompTIA).
* Experience with remote management and monitoring (RMM) tools.
* Familiarity with IT service management (ITSM) platforms.
What We Offer
* A supportive and collaborative team environment.
* Opportunities for professional development and training.
* Exposure to high-level projects with UK-based stakeholders.
If you are a proactive and experienced Service Desk Analyst looking for your next challenge, apply now and be part of our growing team!
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