Hybrid MSP/Embedded Technical Support

• Act as the primary onsite IT support engineer for one of our valued customers four days per week
• Provide first and second-line technical support to end users at the customers premises
• Troubleshoot hardware, software, networking, printer, peripheral, VPN, and Wi-Fi issues
• Perform desktop, laptop, peripheral, and meeting room AV installations and support
• Configure new user accounts, laptops, and mobile devices
• Support Microsoft 365 applications and services
• Carry out routine maintenance and health checks
• Escalate complex incidents to senior engineers where appropriate
• Maintain accurate documentation in our ticketing system and keep tickets prioritised and resolved within agreed SLAs
• Assist with onboarding and offboarding of users
• Maintain asset records and equipment inventories
• Identify opportunities for service improvements and follow ITIL best practices and security procedures
• Support our Service Desk with Tier 1 and Tier 2 tickets on Fridays
• Assist remote customers via telephone and remote support tools
• Work alongside senior engineers on infrastructure projects
• Update documentation and knowledge base articles
• Participate in team meetings and technical training
• Assist with internal IT systems and processes
• Share knowledge and best practices across the engineering team
• Support project preparation, staging, deployment, and automation improvements

Technologies:

• Active Directory
• Hardware
• Support
• ITIL
• Microsoft 365
• Microsoft Intune
• Mobile
• Network
• Security
• SharePoint
• VPN
• Windows
• Office 365
• Azure
• Cloud
• TCP/IP

• 2+ years of experience in an IT support role
• Experience supporting Microsoft Windows environments
• Experience supporting Microsoft 365
• Experience working within a service desk or MSP environment is advantageous
• Experience providing face-to-face user support
• Experience supporting some or all of the following technologies: Windows 10 and Windows 11, Microsoft 365, Microsoft Entra ID, Active Directory, Microsoft Intune, Exchange Online, SharePoint Online, Teams, basic networking, VPN technologies, Wi-Fi troubleshooting, Windows Server, RMM platforms, PSA/ticketing systems, endpoint security solutions, backup solutions, and multi-function printers and peripherals
• Strong customer service, troubleshooting, communication, organisational, and problem-solving skills
• Ability to prioritise workload effectively and work independently
• Team player with a collaborative attitude
• Strong attention to detail and ability to stay calm under pressure
• Professional appearance and manner
• Desirable qualifications include CompTIA A+, CompTIA Network+, Microsoft Fundamentals certifications, ITIL Foundation, or Microsoft Certified Associate qualifications
• A valid driving licence is required
• Ability to commute to Huddersfield HD7 5JN or relocate before starting work

We are a growing Managed Services Provider offering a hybrid onsite-and-MSP role that gives you the best of both worlds: four days per week as the trusted onsite IT professional for a key customer, and one day per week supporting our wider engineering team. We offer a competitive salary of £27,000 to £31,000 per year, a workplace pension, ongoing technical training and certification support, career progression, exposure to a wide variety of technologies, and a supportive, collaborative engineering team. Additional benefits include casual dress, a company pension, a cycle-to-work scheme, discounted or free food, gym membership, a referral programme, and work from home. The role is based in Huddersfield HD7 5JN and is in person.