1st Line Service Desk Technician

• 1st line technical support, by email and telephone, to a client base of around 3000 users
• Monitoring and updating the service desk ticket system
• Diagnosing a variety of issues and performing first time fixes where possible
• Advising customers appropriately and communicating regularly regarding open tickets
• Hands-on working on hardware and system upgrades and migration projects
• Escalating tickets to 2nd and 3rd Line where necessary
• Working collaboratively with onsite technical team to assist with problem solving and onsite installations
• Working on Windows 11, Mac OS, Windows Server, Microsoft 365 Apps & Services, Teams, SharePoint, Azure, Microsoft 365, Exclaimer, Networking, Microsoft Remote Desktop and a wide range of other technologies in time

Do you have experience in macOS?, Do you have a passion for technology? A strong can-do/will-do approach to working? Are you looking to join a growing, dynamic 5-star Google rated company to work with a friendly, skilled team where you will be well looked after and encouraged to learn, progress and grow within your role? If so, then please read on!, * Minimum 1yr experience providing IT Support, preferably within an MSP or fast-paced environment.

• Experience of setup of and troubleshooting user issues with desktops/laptops/thin client hardware
• A confident and friendly personality with a keen and professional approach to work
• Passion and excitement regarding work with a self-motivated, can-do will-do attitude
• Willingness to go the distance to get something done
• Enthusiasm for learning and improving their skills and knowledge
• Excellent organisational skills, be able to prioritise, finish what you start, manage time, document key actions and follow up
• Strong troubleshooting skills and confident approach to remote and phone support
• Great communication and customer service skills
• Windows 11 and Microsoft Apps and Services knowledge
• Knowledge of administering Windows Server an advantage
• Experience of user setups including Active Directory and Microsoft 365

• Starting basic salary of £27k-£32k depending on experience
• Full training and 1-to-1 mentoring
• Microsoft qualifications
• Opportunity for paid overtime
• Monthly rewards from positive customer feedback - vouchers, days out, Deliveroo, treats etc
• 30 days holiday & company pension (additional days for length of service)
• Working in modern offices in a converted mill in the City Centre with pool table, arcade machine and Switch+PS4+Meta Quest 3 in the break-out areas
• 15yrs established IT Technology company with outstanding staff retention and the opportunity to 'make a difference' by providing bespoke, customer-led IT solutions
• Regular company social activities including monthly Beer, Burger, Bowl at Dog Bowl, Alton Towers trip, Junkyard Golf, Bunny Jacksons Wings nights, team lunches etc.
• Weekly Deliveroo lunch and beers for all the team on dress-down Friday
• Professional improvement/training allowances
• Excellent, achievable career progression to 2nd and 3rd line support roles
• Standard working hours are 8:30am to 5:30pm, Monday to Friday (1-hour lunch break)
• Work from home Fridays option available once probation passed

We are an Managed IT Service Provider proudly boasting excellent staff retention (average length of service 7 years!), and near 100% customer retention since 2007. Our team expertly delivers IT and cloud services to businesses predominantly across the North West. Services include onsite/remote support, private/public cloud hosted infrastructure including remote user desktop, cyber security, cloud technology projects, network management, and VoIP/unified telecoms solutions. We pride ourselves on the highest IT standards, excellent communication and fastest-in-industry problem resolution.