IT Support Technician

You will provide first and second-line support to customers via phone, email and remote access in a fast-paced MSP environment. Responsibilities

• Log all incidents and requests within the managed service system.
• Keep track of ongoing work and pick up incoming work.
• Manage, prioritise and plan your own work queue, dealing with calls within SLAs.
• Liaise with third-party suppliers to resolve issues for our client’s customers.
• Monitor and manage the protection of supported systems, including but not limited to RMM, antivirus and backup.
• Perform maintenance and upgrades of software and hardware in response to RMM alerts, support tickets and customer needs.
• Proactively drive your own workload, work under your own initiative and identify and drive through opportunities for improvement and change.
• Create and maintain knowledge base articles to enable consistency.
• Update and acquire information from clients.
• Travel to customer locations nationwide, potentially involving overnight stays at short notice. Candidates who do not wish to travel will still be considered.

Previous experience working on a helpdesk in a multi-client/MSP environment is essential. Please do not apply without this experience., In return, you’ll join a stable team with hybrid working, good everyday perks, paid overtime when genuinely required, and a culture that values strong performance without expecting people to live at work., * Excellent communication and customer service skills, with a positive attitude.

• Good problem-solving skills and the ability to deliver consistently to tight timescales and changing priorities.
• Strong working knowledge of Windows 10 and 11, Windows Server, RDP, Microsoft Office, Active Directory, Azure Active Directory, Workgroups, Microsoft 365, Dropbox Business, MSP tools, Terminal Services, IPSEC VPN and printing technologies.
• The ability to learn new technologies and terminology quickly.
• Previous experience in an IT helpdesk role.
• At least one year’s MSP-level experience.
• A full UK driving licence is preferred.