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# IT Helpdesk Technician

- **Company:** Future plc
- **Location:** Fernwood, UK
- **Experience:** Experienced
- **Salary:** £36,500.0 - £38,500.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, VoIP, Virtual Private Networks (VPN), Microsoft Office, Windows Servers, Windows PowerShell, Time Tracking Software, Virtual Local Area Networks, Internet Protocol Telephony, Firewalls (Computer Science), Microsoft InTune
- **Published:** October 31, 2026
- **Apply:** https://www.adzuna.co.uk/jobs/details/5946832136

## About the Role

* Substantial third-line IT support experience as the final technical escalation point, ideally within an MSP supporting multiple client estates.
 * In-depth knowledge of Windows Server (2019/2022/2025), Active Directory, Entra ID, and hybrid identity synchronisation.
 * Hands-on administration and deployment experience across Microsoft 365, Intune, Defender for Business, and Conditional Access.
 * Expertise in configuring and troubleshooting firewalls, routers, managed switches, VLANs, and site-to-site VPNs.
 * Experience with modern PSA and RMM platforms such as Autotask, ConnectWise, Datto RMM, or NinjaOne, and with backup and disaster recovery solutions.
 * Strong diagnostic and analytical skills, with a calm, logical approach to resolving high-pressure technical incidents.
 * Desirable: exposure to VoIP platforms such as 3CX, PowerShell scripting for automation, or relevant certifications such as Microsoft MD-102, MS-102, or AZ-104.

## Description

* Act as the primary third-line escalation point for complex, sensitive, and high-priority incidents across IT and VoIP systems, taking ownership through to resolution.
 * Diagnose and resolve advanced technical issues across Windows Server, Microsoft 365, Entra ID, networking, security, and endpoint management environments.
 * Lead problem management for major and recurring incidents, conduct root cause analysis, and implement permanent fixes through formal change control.
 * Manage escalations with third-party vendors, carriers, and platform providers, ensuring agreed service level agreements are met.
 * Maintain comprehensive, accurate PSA ticket records, including time tracking, client billing, and regular customer communication.
 * Mentor first- and second-line team members, guiding them on complex tickets and helping build internal capability.
 * Write and update technical knowledge base articles, standard operating procedures, and customer infrastructure documentation.
 * Carry out remote configuration changes and minor project implementations, including Microsoft 365 and Intune rollouts, firewall modifications, and server updates.

Technologies:

 * Active Directory
 * Firewall
 * Support
 * Microsoft 365
 * Mobile
 * PowerShell
 * Security
 * Windows
 * Office 365