Xperience in Bury St Edmunds, England, United Kingdom, is hiring a Managed Services Technician.
About the Role
We are seeking an experienced Level 1 Managed Services Technician to join our Helpdesk Team. You will provide first-line technical support via our online helpdesk, live chat, telephone, and email. Responsibilities include hardware/software installations, upgrades, routine maintenance (remote or on-site), and managing small orders.
Key Responsibilities
* Deliver level 1 technical support to internal and external clients.
* Ensure support incidents are recorded accurately and meet Service Level Agreements.
* Act as the primary contact for support requests, ensuring high customer satisfaction.
* Log tickets using the helpdesk system, investigate issues, and escalate when necessary.
* Monitor internal systems proactively and create support incidents as needed.
* Configure and deploy PCs, laptops, and printers.
* Perform remote or on-site maintenance and support.
* Coordinate with Business Solutions and Commercial teams for client advice and hardware collection/delivery.
* Manage ICT systems and perform regular maintenance.
* Engage in continuous professional development to maintain relevant certifications.
Person Specification
* Minimum one year of experience in areas such as Windows Server, Active Directory, Anti-Virus solutions, Backup & Replication, hardware maintenance, or patch management.
* Experience in helpdesk support and ticket management systems like Connectwise.
* GCSE Maths and English (grades 9-4 or A*-C).
* Willingness to travel within the UK.
* Right to work in the UK; no visa sponsorship available.
* Optional: ITIL, Cisco CCNA, Microsoft MCSA certifications.
Benefits
* 30 days annual leave + 8 bank holidays + birthday leave.
* Employer pension contribution (3%).
* Cycle to Work and IT Purchase schemes.
Core Competencies
Communication: Clear and respectful information sharing.
Teamwork & Collaboration: Share knowledge and cooperate across teams.
Results & Problem Solving: Prioritize tasks, overcome obstacles, own actions.
Self & Others Development: Quick learner, applies new knowledge effectively.
Xperience values diversity and is an equal opportunities employer.
Additional Details
Seniority Level: Associate
Employment Type: Full-time
Job Function: Customer Service & IT
Industries: IT Services & Consulting
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