1st/2nd Line IT Technician

Your role will be varied, working across a range of technologies and client environments. From deploying new devices to troubleshooting complex issues, no two days will be the same.

Typical responsibilities include:

• Providing remote support for desktops, laptops, servers, and cloud environments
• Troubleshooting issues across Windows, Microsoft 365, networking, and infrastructure
• Installing and configuring hardware and software (e.g. laptops, printers, user setups)
• Managing and maintaining Microsoft 365 environments (users, permissions, security)
• Supporting and maintaining Active Directory, Group Policy, DNS, and DHCP
• Diagnosing and resolving network issues (LAN, WAN, VPN, firewalls, wireless)
• Identifying opportunities for improvement and recommending technical solutions or projects
• Taking ownership of incidents and seeing them through to resolution
• Prioritising and managing workload in line with SLAs
• Building strong relationships with clients and acting as a trusted technical contact

You should have hands-on experience in a similar IT support or MSP environment, with strong technical troubleshooting ability.

Technical experience:

• Strong working knowledge of Windows desktop and server operating systems
• Experience supporting Microsoft 365 environments (Exchange, SharePoint, Entra ID)
• Experience with Microsoft Intune / device management
• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPNs, firewalls)
• Experience with routers and wireless infrastructure
• Cisco networking experience desirable
• Experience with macOS and/or Linux advantageous

Professional experience:

• Proven experience working within SLA-driven environments
• Strong customer service skills with the ability to build and maintain client relationships
• Experience diagnosing and resolving break/fix issues across a range of technologies

Personal Attributes

• Strong problem-solving mindset and logical thinking
• Excellent communication skills (both technical and non-technical)
• Ability to explain technical issues clearly to end users
• Self-motivated with the ability to manage workload independently
• Team player with a collaborative approach
• High attention to detail and a proactive attitude, * Microsoft Windows Server: 3 years (preferred)
• Computer networking: 3 years (preferred)
• Cisco Routers: 3 years (preferred)
• Network Security: 3 years (preferred)