1st Line IT Support Technician

• Answer incoming calls to the Service Desk, logging and actioning end-user service requests in the PSA system
• Address technical queries promptly and efficiently, prioritizing them to meet KPIs and customer service expectations
• Provide timely updates on tickets to end-users via telephone and email
• Diagnose and resolve technical issues, escalating where necessary using defined protocols
• Install, maintain, and troubleshoot client hardware and software according to company standards
• Set up new devices for our client base, both Windows and Mac
• Complete laptop pre-builds and post-builds
• Maintain accurate client site documentation via IT Glue
• Comply with the company's Information Security policies
• Effectively manage time and plan daily activities
• Stay updated with new technologies adopted by Netteam and our client base
• Improve technical knowledge through company training and self-study

Technologies:

• AEM
• Cloud
• Hardware
• Office 365
• Security
• Windows
• Support

• IT related degree or relevant qualifications highly desirable
• Proven ability to troubleshoot and resolve technical issues
• Good all-round knowledge of IT principles
• Experience with PSA/RMM tools such as Autotask, AEM, and IT Glue is advantageous
• Initial remote diagnostics, analysis, and monitoring experience is beneficial
• Willingness to learn new software and hardware skills
• Knowledge of Microsoft Windows Server/Desktop environments
• Familiarity with Microsoft cloud solutions including Office 365, Backup/DRaaS is advantageous
• Overall appreciation of client system security
• Experience in MSP and/or Hospitality is advantageous but not essential
• Ability to work unsupervised and as part of a team
• Friendly and professional demeanor
• Excited about technology and eager to learn new technologies
• Strong written and verbal communication skills
• Ability to communicate complex technical issues to non-technical clients
• Disciplined with the ability to prioritize and execute tasks under pressure

We are Netteam tX, a comprehensive IT Managed Service Provider based in Manchester, dedicated to delivering a complete suite of technology solutions to businesses across the UK. We foster a culture of talent development and innovation within our team, believing that our people are the key to our success. We offer a competitive salary and are committed to maintaining work-life balance by providing flexibility to work from home. Our benefits include comprehensive in-house and external training, a fun and productive work environment, and a workplace pension. We actively promote diversity and inclusion within our workforce.