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., * 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.

Minimum two years’ experience working on a helpdesk in a multi-client/MSP environment is essential. Please do not apply without this experience., * At least two year’s MSP-level experience.

• 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, Active Directory, Azure Active Directory, Workgroups, Microsoft 365, Dropbox Business, MSP tools, Terminal Services, IPSEC VPN and printing technologies.
• M365 requirements are, user account creation, assign licenses, email setup and configuration, one drive, SharePoint setup and configuration.
• Someone happy to take on all aspects of the support desk in a small team, 1st 2nd and 3rd Line where required depending on need.
• Strong in hardware support and remote network issue troubleshooting
• Experience setting up, configuring and troubleshooting UniFi equipment
• Experience of working with external DNS to update MX records etc preferred.
• The ability to learn new technologies and terminology quickly.
• Previous experience in an IT helpdesk role.
• A full UK driving licence is preferred.

Join a small, friendly IT business where people work hard, are trusted to get on with the job and are rewarded for doing it well.

Just Tech IT has a close-knit, almost family-style culture, very low staff turnover and a consistently busy helpdesk. This is a role for someone who enjoys working at pace, takes pride in solving problems properly, and can stay organised when tickets keep coming in.

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.