IT Manager

• Build and manage a technical support team
• Offer technical support to customers via phone, email, or in person
• Provide routine onsite visits to customers and handle onsite escalations
• Ensure end-to-end project delivery, including solution implementation and project management
• Deliver all projects within the set timescales
• Troubleshoot and resolve issues related to operating systems, software applications, and hardware components
• Work across key technologies including Windows Server, Cloud (Azure & M365), Active Directory, Virtualization (Hyper-V and VMware), Exchange, and IT Security & Networking
• Assist with the setup and configuration of computer systems
• Conduct software troubleshooting and recommend solutions
• Communicate effectively with customers to understand and address their technical concerns
• Provide pre and post-project technical support
• Assist team members with strategies, goals, project deadlines, and training needs
• Carry out site surveys and create technical documentation
• Collaborate with the IT support team on escalated complex issues
• Provide pre-sales support to Directors by communicating with new and existing customers
• Facilitate technical handovers to the Service Desk

Technologies:

• Active Directory
• Azure
• Cloud
• CRM
• Hardware
• Hyper-V
• Support
• LAN
• Microsoft 365
• Security
• SharePoint
• VPN
• VMware
• Windows
• Office 365

• 5+ years proven experience in a customer facing technical support role within an established Managed Service Provider (MSP)
• Excellent verbal and written communication and soft skills
• Experience with Microsoft 365, Teams, Exchange, SharePoint, Intune, and Autopilot
• Knowledge of VMWare ESX, vCenter, and/or Hyper-V
• Familiarity with various Backup Systems and Enterprise Firewalls (Sophos XGS)
• Understanding of Email Security Platforms (Mimecast & Symantec)
• Proficiency in LAN, WAN, VLAN, VPN, and Enterprise Wireless including MFA
• Certifications or a technical qualification in IT
• Ability to write reports and technical documentation
• Good knowledge of Sophos, Egnyte, and Ubiquiti is highly beneficial
• Exceptional attention to detail
• Resilience and ability to work under pressure
• Capability to work independently and as part of a team

We are a leading Managed Service Provider, CRM, and Software Development company, located in Reading. We offer a competitive salary ranging from £50k to £65k and provide numerous benefits including 22+ days of holiday (increasing with tenure), flexible working arrangements, a 10% matched pension contribution, career development opportunities, a cycle scheme, and dedicated car parking. Our team is committed to professional growth and collaboration, working closely with our clients to ensure their technical needs are met efficiently. This role will predominantly be based at our Silchester office, with approximately 60% of your time spent onsite at customer locations within a 50-mile radius.