Careers

Role Overview
As a 1st-Line Support Technician, you’ll be the first point of contact for Business clients requiring technical assistance. Your role is crucial in delivering timely, professional, and effective support, either resolving issues directly or escalating them appropriately.

This is an excellent opportunity for someone based in (or near) the SW of England looking to develop their IT career within a collaborative and dynamic MSP environment.

Key Responsibilities
✅ Provide 1st line support via phone, email, and remote access tools.
✅ Ensure all tickets meet their agreed SLA’s
✅ Visiting clients on-site when required
✅ Log and manage support tickets using the service desk system.
✅ Troubleshoot and resolve basic hardware, software, and networking issues.
✅ Escalate incidents to 2nd or 3rd line support when necessary.
✅ Follow standard procedures for documentation and ticket updates.
✅ Updating our documentation system to relevant standards
✅ Ensure high levels of customer satisfaction through excellent communication and timely responses.
✅ Assist with setting up new users, devices, and systems (e.g., onboarding/offboarding, configuring email, deploying software).
✅ Monitor alerts and act on system warnings proactively.
✅ Maintain accurate documentation of systems, procedures, and client environments.
✅ Check backups for any failures and escalate the process if any are found

Skills and Experience

Essential:
• 1+ years experience in a helpdesk or IT support role.
• Strong understanding of Windows OS (Windows 10/11, Windows Server basics).
• Experience with Microsoft 365 administration (e.g. Exchange Online, Teams, SharePoint).
• Basic networking knowledge (DNS, DHCP, TCP/IP).
• Excellent communication and customer service skills.
• Ability to work well under pressure and manage multiple tasks.
• Strong problem-solving skills and attention to detail.
• Full driving licence and own vehicle
• Self-motivated, with the confidence to work & travel unsupervised when necessary

Desirable:
• Experience working in an MSP or multi-client environment.
• Familiarity with ticketing systems.
• Exposure to RMM tools.
• Basic understanding of Entra ID, Active Directory and Group Policy.
• IT certifications such as CompTIA A+, Microsoft Fundamentals, or similar.
• VOIP management for 3CX or similar

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