Senior Helpdesk Technician

We're seeking a Senior Helpdesk Technician to serve as a technical expert, mentor, and escalation point for our support team. You'll handle complex issues, guide junior technicians, and work directly with clients to ensure their technology runs smoothly. This role is ideal for someone who loves both hands-on troubleshooting and shaping a high-quality support experience., * Provide advanced technical support for new and escalated tickets across Windows, macOS (desired), networking, cloud services, and business applications.

• Act as an escalation point for the Helpdesk Technicians, offering guidance and hands-on assistance.
• Troubleshoot and resolve complex issues related to servers, networking and SaaS platforms.
• Document processes and fixes to improve team efficiency and knowledge sharing.
• Take ownership technically for Critical Incidents and manage client communications.
• Assist with dispatching tickets to technicians ensuring the ticket is assigned to the correct technician for a first-time fix.
• Where required - attend site for investigations/on-site remediations.
• Liaise with third-party vendors as service providers as needed.

Do you have a valid Driving Licence license?, Do you have experience in macOS?, * 2 years minimum within an MSP environment - preferably as an escalation point but we will consider those wanting to progress into 2nd line roles.

• Strong knowledge of Windows OS and Microsoft 365 Administration.
• Strong understanding of networking fundamentals (such as DNS, DHCP, firewalls, routing and VPN including VPN protocols etc.)
• Understanding with RMM and PSA tools.
• Excellent communication and customer service skills.
• Strong documentation habits and attention to detail.

Must hold a valid UK driving license and have access to a vehicle.

Must be eligible to work in the UK., * Managed Service Provider: 2 years (required)

• Discounted or free food
• Free parking
• Life insurance
• On-site parking
• Private medical insurance
• Sick pay
• Unlimited paid holidays

Truly SMB is a fast-growing managed services provider dedicated to helping small and medium-sized businesses thrive through reliable, human-centred IT support. We believe technology should empower people-not frustrate them-and we're looking for someone who shares that mindset. If you enjoy solving problems, improving systems, and being the person everyone knows they can count on, you'll feel right at home here.