We are seeking a customer-obsessed and technically skilled Level 1/2 IT Support Technician to join our busy service desk. In this role, you will be a primary point of contact for our diverse portfolio of clients, providing outstanding remote and occasional on-site support.
This position is a perfect blend of frontline customer service (Level 1) and hands‑on technical troubleshooting (Level 2). You are the ideal candidate if you love solving a wide variety of problems, enjoy learning current technologies, and excel at communicating with users of all technical skill levels.
Key Responsibilities
Frontline Support
Serve as the first point of contact for all incoming IT support requests via phone, email, and our ticketing system.
Triage & Ticketing
Accurately assess, prioritise, and categorise support tickets. Meticulously document all support activities, troubleshooting steps, and resolutions in our Professional Services Automation (PSA) tool.
Level 1 Troubleshooting
Provide rapid support for common issues, including password resets, printer problems, software installation, and basic connectivity.
Level 2 Troubleshooting
Diagnose and resolve more complex technical issues related to:
- Workstations – Windows 10/11 and macOS environments.
- Microsoft 365 – User/mailbox administration (Active Directory/Azure AD), Exchange Online, SharePoint, and Teams.
- Networking – Basic connectivity issues (Wi‑Fi, VPN, DNS, DHCP).
- Security – Virus/malware removal, multi‑factor authentication (MFA) setup, and phishing incident response.
User & Device Management
Set up and configure new user accounts, workstations, laptops, and mobile devices according to client standards.
Proactive Maintenance
Utilize our Remote Monitoring and Management (RMM) tool to deploy patches, run scripts, and proactively address system alerts.
Escalation
Clearly document and elevate complex issues (Level 3) to senior engineers or vendor support, ensuring a warm handoff.
On‑Site Support
Perform occasional on‑site visits for hardware deployments, network troubleshooting, or issues not resolvable remotely.
Why Join Us?
Career Growth
We invest in our team! We provide clear paths for advancement and support professional certifications and continuous learning.
Awesome Culture
Join a collaborative, supportive, and fun team that values knowledge‑sharing and teamwork.
Technology Exposure
You will never be bored. You'll get to work with a wide array of modern technologies across hundreds of different client environments.
We get a lot of applicants for roles like these, so we know you understand what you are applying for, please ensure to add the line "i'm ready to be awesome" in your CV.
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