Senior IT Support Technician

ETL IT provides IT services and cyber security support to businesses across the ETL Global UK network and external client base. We work closely with clients to keep their systems secure, efficient and reliable, offering practical support across Microsoft 365, cloud services, desktop environments, networking, remote monitoring, endpoint security, user administration, device management and wider IT projects.

What makes ETL IT different is the personal and relationship-led way we support our clients. We are part of a wider professional services group, which means our work is closely connected to real business needs, client service standards, data protection, compliance and operational resilience. Our team is trusted not only to fix technical issues, but to explain solutions clearly, prevent problems where possible and help clients feel confident in their technology.

About the Role

ETL IT is looking for a proactive, customer-focused Senior IT Support Technician to join our growing IT services and cyber security team. As part of ETL Global UK’s wider professional services group, ETL IT supports a diverse network of businesses with responsive, practical and commercially aware technology support. This role is ideal for someone who enjoys working in a busy MSP-style environment where no two client setups are the same, and where high-quality service, clear communication and trusted relationships are central to everything we do.

You will provide both remote and onsite support across a varied client base, helping users resolve day-to-day technical issues while also contributing to wider projects, onboarding activity, cyber security improvements, systems administration and service development. This is a hands-on role for an experienced technician who takes ownership, communicates in a clear and jargon-free way, and wants to be part of a supportive team that values collaboration, accountability and continuous improvement.

Key Responsibilities

· Provide 2nd and 3rd line IT support to ETL-IT clients by phone, email, remote support tools and onsite visits.

· Act as a technical escalation point for 1st/2nd line colleagues.

· Take ownership of incidents and service requests from initial review through to resolution, keeping clients informed and working within agreed SLAs.

• Troubleshoot hardware, software, network and user issues across multiple client environments.
• Support Microsoft technologies including:
• Microsoft 365: Outlook, Teams, SharePoint, OneDrive and Exchange Online
• Microsoft Identity & Device Management: Entra ID / Azure AD, Intune and Microsoft Defender
• Conditional Access
• MFA
• Support Windows 11 desktop environments
• Support & Deploy Citrix Environments
• Manage user accounts, access permissions and security settings
• Assist with device builds, installations, configurations and deployments.
• Support printers, laptops, desktops, mobile devices and peripheral equipment.

· Monitor alerts through ETL-IT’s remote monitoring and management tools, investigate issues proactively and escalate where required.

· Maintain clear, accurate ticket notes, technical documentation, asset information and client records in line with ETL-IT processes.

• Work with senior engineers and third-party suppliers to escalate and resolve more complex issues.

· Support client onboarding and offboarding, new starter and leaver requests, device provisioning and wider IT projects.

· Follow ETL-IT procedures, change controls, cyber security standards and client-specific requirements.

· Plan and implement approved technical changes, ensuring appropriate testing, documentation, communication and rollback procedures are in place.

· Support and maintain cyber security controls across client environments, MFA, endpoint protection, vulnerability remediation, security alerts and user access, escalating potential security incidents where required.

Deliver friendly, professional and jargon-free support that reflects ETL IT’s relationship-led approach, building strong and trusted relationships with clients and colleagues across the wider ETL network., · Supporting Microsoft 365, Windows, Citrix, cloud services and user productivity platforms

· Completing new starter, leaver and device provisioning requests accurately and on time

· Monitoring client estates through RMM and security tools and responding proactively to alerts

· Installing, configuring and maintaining hardware, software and client systems

· Supporting vulnerability remediation, patching and security improvement activities

· Contributing to documentation, knowledge sharing and continual service improvement

QualificationsEssential

• GCSEs (or equivalent) including English and Maths

Desirable

• IT-related qualification, apprenticeship, diploma or degree
• Industry certifications (CompTIA, Microsoft, ITIL etc.)

Working Hours

• Standard hours:
• Monday to Thursday, 9am - 5pm
• Friday, 9am - 4pm
• May require occasional out-of-hours work for maintenance or projects
• Occasional travel to client sites may be required

Essential Skills & Experience

• Previous experience in an IT support / service desk / helpdesk role.
• Experience working in a Managed Service Provider (MSP) environment is highly desirable.
• Good understanding of:
• Windows 11
• Microsoft 365 administration and support
• Active Directory / Entra ID
• Basic networking (DNS, DHCP, TCP/IP, VPN)
• Hardware troubleshooting
• Desktop, laptop and printer support
• Experience using remote support and ticketing systems.
• Ability to diagnose and resolve technical issues methodically and efficiently.
• Good understanding of cyber security best practices.
• Strong written and verbal communication skills.
• Excellent organisation and time management skills.
• Ability to work under pressure and manage multiple priorities.
• A customer-first approach with a professional and friendly manner.

Desirable Skills & Experience

• Experience supporting:

o Citrix Cloud

o Windows Server

o Cloud and onsite backup solutions

o Remote monitoring and management tools, ideally NinjaOne

o Endpoint security / antivirus / Microsoft Defender

o Intune / Mobile Device Management

• Knowledge of VoIP / Teams Calling solutions.
• Familiarity with firewalls, switches and basic network troubleshooting.

· Exposure to Cyber Essentials, Cyber Essentials Plus or other security and compliance standards.

• Relevant IT certifications such as:

o CompTIA A+

o CompTIA Network+

o Microsoft Fundamentals / Associate certifications

o ITIL Foundation

Our Culture

At ETL IT, we value people who are approachable, practical and willing to get stuck in. Our culture is collaborative and supportive, with a strong focus on doing the right thing for our clients and for each other. We encourage knowledge sharing, continuous learning and open communication, and we recognise the importance of giving clients confidence through calm, professional and helpful support.

This role would suit someone who enjoys being part of a close-knit technical team, is comfortable taking responsibility, and wants to develop their skills across a broad range of technologies. As ETL IT continues to grow, there will be opportunities to broaden your experience, contribute ideas, support service improvements and play an active part in shaping how we deliver high-quality IT support across the group and to our clients.

Personal Attributes

• Enthusiastic and keen to learn
• Reliable and accountable
• Professional and well presented
• Strong problem solver
• Team player with a positive attitude
• Able to communicate technical issues clearly to non-technical users
• Adaptable and comfortable working in a fast-paced MSP environment

Typical Duties in an MSP Environment

· Managing and prioritising support tickets across multiple client environments, We are looking for someone who combines strong technical knowledge with the friendly, accountable and client-first approach that reflects ETL IT. You will be comfortable taking ownership of issues, communicating clearly with non-technical users and working collaboratively with colleagues across IT, client services and the wider ETL Global UK network. In return, you will join a supportive and growing team where your ideas are valued, your development is encouraged and you can gain experience across a wide range of technologies, clients and projects.

• Additional leave
• Casual dress
• Company events
• Cycle to work scheme
• Private medical insurance
• Sick pay
• Transport links
• Work from home