About the Role
We're looking for a motivated Helpdesk & Level 1 Support Technician to join a growing managed services team. This role is the first point of contact for clients, providing responsive remote and on-site technical support. You'll handle a mix of troubleshooting, system administration, and customer communication - ensuring each interaction is professional, friendly, and solution-focused.
Key Responsibilities
* Respond promptly to support calls, chats, and tickets.
* Diagnose and resolve Level 1 issues across workstations, Microsoft 365, VoIP, and networking.
* Escalate complex issues with clear documentation.
* Configure and repair Windows workstations and laptops.
* Manage Microsoft 365 accounts, licenses, and mailbox settings.
* Support VoIP / 3CX setup and provisioning.
* Perform backups and restores using tools such as Acronis.
* Maintain accurate asset and user records in service management systems.
* Record time entries and maintain service quality standards.
Skills & Experience
* 1-2 years' experience in IT support or an MSP environment (or strong tech aptitude from a customer-service role).
* Sound knowledge of Microsoft 365, Windows 10/11, and Outlook configuration.
* Basic understanding of networking and VoIP fundamentals.
* Experience with WHMCS or similar billing/order platforms.
* Strong communication and organisational skills.
* Financial awareness and accountability for billable time.
Personal Attributes
* Professional, reliable, and customer-focused.
* Calm under pressure with a proactive, problem-solving mindset.
* Eager to learn and develop technical capability.
* Team-oriented with strong attention to detail.
Requirements
* 1-2 years' experience in IT support or customer service.
* Current Driver's Licence (for on-site visits).
* Police Clearance (or ability to obtain).
Desirable Certifications
* Microsoft 365 or Azure Fundamentals (AZ-900 / MS-900).
* 3CX or VoIP certification.
* Acronis or backup vendor training.
* ConnectWise or N-Able RMM experience.
Why Join
* Supportive, close-knit team culture.
* Ongoing learning and certification opportunities.
* Clear career pathway into Level 2 or specialist roles.
* Recognition for reliability, professionalism, and customer care.