IT Support Technician

This is a dynamic, fast-paced hybrid role acting as a critical point of contact for technical support across a diverse portfolio of managed clients. If you are an experienced internal IT technician looking for a more varied, high-growth environment, or an established MSP professional looking for a culture that encourages you to challenge processes and own your solutions-this is the perfect next step for your career., Technical Support & Ticket Lifecycle

• Frontline Client Engagement: Act as a key technical point of contact via telephone, email, and our PSA ticketing system, ensuring technical issues are translated clearly into plain language.
• Ticket Management & Ownership: Log, categorise, and accurately prioritise incoming incidents, taking absolute ownership through to successful resolution while maintaining transparent client updates.
• SLA Compliance: Proactively monitor queues to prevent ticket stagnation, ensuring work is accurately logged against time limits and service level targets.

Cloud Administration & Endpoint Management

• Microsoft 365 Architecture: Manage and administer multi-tenant environments across Exchange Online, SharePoint, OneDrive, and Teams.
• Identity & Security: Support Microsoft Entra ID deployments, including MFA configuration, conditional access management, and resolving complex sign-in anomalies.
• Modern Device Management: Build, configure, and package applications for corporate deployment using Microsoft Intune and Windows Autopilot.
• User Lifecycle Operations: Manage automated starter/leaver processes, spanning seamless account provisioning to secure, same-day offboarding.

Proactive Maintenance & Projects

• RMM Dashboard Oversight: Conduct daily proactive checks, remediating failed patches, offline equipment, or critical storage/backup alerts.
• Infrastructure Delivery: Help coordinate and deliver high-impact IT projects, including server/cloud migrations, hardware lifecycle refreshes, and physical network installations.
• On-Site Technical Support: Attend client premises across Suffolk for physical installations, environment reviews, site surveys, and advanced physical fault resolution.

• Proven IT Support Background: Practical experience working within an IT environment (MSP environment or a multi-site internal technical role is highly preferred).
• Core Technical Infrastructure: Strong troubleshooting capabilities across Windows desktop OS, business applications, network configurations, and printing environments.
• Cloud Infrastructure Competency: Direct, practical exposure to Microsoft 365 administration, Microsoft Intune, and Microsoft Entra ID.
• Mobility: A valid, clean UK driving licence is required to facilitate travel to local client premises.

IDEAL PERSONALITY TRAITS & CULTURE FIT

• Proactive & Solution-Focused: A genuine enthusiasm for troubleshooting complex problems without needing to be chased.
• Empathetic Communicator: Active listening skills with the ability to build trusted relationships with clients at all levels.
• Inquisitive Mindset: An ambitious individual hungry to learn, willing to challenge existing processes, and eager to contribute to innovative operational procedures.