This company is an IT managed service provider (MSP) based in central Manchester with clients nationwide. Founded early in 2016, they serve a range of clients in the SMB market, with a focus on financial services and other sectors that demand excellence in their IT provision.
The role is office based (with an option of 1-2 days/week WFH). Client support is predominantly remote, but will require occasional site visits around the North West and Central London.
Job Role:
- 1st & 2nd line technical support, in person, by phone and email, for end user devices (workstations, tablets, printers, mobile & fixed telephony), applications, networks and servers
- Setup, testing and on-site installation of equipment, following their standard processes and documentation requirements
- Contributing to internal knowledge base and other records
- Meeting strict SLA timeframes for problem response and resolution
- Responding to monitoring alerts and escalating as required
- Working with third party vendors and others to resolve issues
- Supporting the Virtual IT Directors and senior engineers in project deployments
Essential Experience & Skills:
- Experience working on a service desk for a managed service provider
- Excellent written and verbal communication skills
- Microsoft 365 administration experience (inc. Exchange, Teams, SharePoint)
- End user device support including Windows 10, macOS, iOS and printing
- Networking knowledge covering DNS, routing, switching, WAN, VPN, wireless
- Hosted VoIP support
- Microsoft Server 2016 / 2019 support
- Experience with RMM tools and ticketing systems
- Excellent troubleshooting and diagnostics
Essential Personal Attributes:
- Excellent customer service skills - a great communicator with good interpersonal skills in person, on the phone and email
- A self-starter who is at home working individually and as part of a small team
- A user-focused approach, putting end-users at the centre of your work
- High standard of written and spoken English with excellent attention to detail
- A keen learner with interest in new technologies and ability to independently research solutions
- Demonstrable awareness of data protection, security policies and IT best practice
- A process focused approach to ensure consistent outcomes
- Able to prioritise under pressure and work to deadlines
Highly Desirable:
- Relevant Microsoft / CompTIA certifications, especially Microsoft 365 & Azure
- Azure server & networking administration
- Experience with: InTune, Mimecast, KnowBe4, NinjaRMM, Umbrella, Meraki
- PowerShell script authoring
- Valid UK driving license and car insured for business use
Benefits:
- 25 days holiday + bank holidays
- Private healthcare cover with Vitality
- Pension scheme (5% employer contribution)
- Modern office environment
- 2 days / week WFH
- Modern company laptop & Apple iPhone
- Dedicated in-hours training and development time
- Certification and training budget
- Regular office social events