1st Line IT Support Technician (MSP Environment)
Overview
Our client is a well -established and growing Managed IT Services Provider supporting a
diverse portfolio of small to medium -sized businesses across the South East, alongside a
number of larger, specialist environments.
They are now looking to add an experienced IT Support Technician to their technical
services team. This role offers excellent exposure to a wide range of technologies, a
collaborative environment, and strong opportunities for technical development.
The Role
Reporting into the Technical Services Manager, the successful candidate will provide high -
quality technical support across desktop, server, cloud, networking, telephony, and
connectivity services.
This position will involve handling inbound support requests as well as dealing with
escalations from first -line support, ensuring clients receive timely, professional, and effective
resolutions.
Key Responsibilities
â Provide technical support to a varied client base across multiple IT environments
â Troubleshoot and resolve issues relating to desktops, servers, cloud platforms, and
networks
â Assist with ongoing maintenance of client infrastructure, including updates,
monitoring, and hardware checks
â Handle inbound and outbound calls in a professional and customer -focused manner
â Respond to support tickets in line with agreed SLAs
â Communicate clearly with clients via phone and email
â Accurately log time, notes, and resolutions within a ticketing system
â Maintain technical documentation and CRM records
Essential Skills & Experience
â Strong work ethic with a genuine desire to learn and develop
â Excellent customer service and communication skills (written and verbal)
â Well -organised with strong attention to detail
â Solid knowledge of desktop operating systems (Windows 10/11 and macOS)
â Fundamental understanding of Windows Server environments
â Experience with:
â Active Directory
â DNS & DHCP
â File permissions and Group Policy
â Strong experience with Microsoft 365, including:
â Exchange Online
â User and licence management
â Microsoft Teams administration
â SharePoint
â Practical networking knowledge (IP, LAN/WAN, Wi -Fi, VPN)
â Experience configuring and supporting firewalls and routers
â Good understanding of IT security concepts and tools, including:
â EDR/MDR
â DNS filtering
â Email security
â Experience supporting telephony solutions (SIP, VoIP, hosted PBX)
â Confident with Microsoft Office and common business applications
â Familiarity with line -of -business software (e.g. accounting or ERP systems)
Desirable (Not Essential)
â Remote Desktop Services and remote working solutions
â Advanced Microsoft 365 features
â PowerShell scripting
â Azure AD, MDM, and Intune
â Microsoft Azure
â Linux -based operating systems
â Virtualisation technologies (Hyper -V, VMware)
â Remote backup and disaster recovery solutions
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