1st Line IT Support Handler

You will sit on our IT support desk in Daventry, answering inbound calls from end users at our MSP partners' clients. Most calls you will resolve yourself on the line. The rest you will log cleanly and pass back to the partner's engineers with everything they need to pick it up.

Typical fixes you will handle:

• Password resets and account unlocks
• MFA resets and re-enrolment
• Account creation and basic permission or security group changes
• PC reboots and the classic "turn it off and on again"
• Outlook profile fixes, signature changes, missing email panics
• Printer queue clears, default printer changes, basic driver reinstalls
• Monitor, dock and peripheral problems
• Browser cache clears and password manager unlocks
• VPN reconnects, Teams and Zoom basic fixes

You will work in PSA platforms including Halo, HaloPSA, ConnectWise, Autotask, Atera, Syncro, ServiceDesk Plus and Freshservice. Full training is given.

Do you have experience in VPN?, * A confident telephone manner and clear written English

• Solid working knowledge of Windows, Microsoft 365, Outlook and Teams
• A basic grasp of Active Directory or Entra ID concepts
• Comfort troubleshooting common end user problems
• Patience under pressure and the reliability to turn up on shift
• Right to work in the UK

Nice to have

• Previous MSP service desk experience
• Hands-on time with any of the PSA platforms we use
• CompTIA A+, Microsoft 365 Fundamentals or a similar qualification
• Call centre, contact centre or customer service background

Pulled from the full job description

• Free parking
• Company pension
• Casual dress
• On-site parking, * £27,000 to £30,000 per year, depending on experience
• Full-time, permanent contract
• Head office role in Daventry, with free on-site parking
• 28 days holiday including bank holidays
• Workplace pension
• Full training on every system and partner we work with
• Genuine progression as the IT desk grows
• A team of around 40 in one building, in Daventry

SinglePoint Calls Ltd is a Daventry-based call handling and IT support business. Around 40 of us work under one roof on Vicar Lane, answering calls for hundreds of UK businesses across legal, professional services, e-commerce, trades and IT. Our IT support desk works for UK Managed Service Providers on a white label basis. We are Cyber Essentials certified and hold ISO 27001 and ISO 9001 accreditations.