Join our growing dynamic Peak Networks IT Helpdesk team, dedicated to delivering exceptional service and support to our expanding customer base. As an IT Managed Service Provider, Peak offer a fantastic environment to grow and learn about various technologies. This office-based role focuses on resolving cases remotely and onsite when necessary, allowing you to develop your skills continuously. Salary: £30,000-£35,000 depending on experience. Key Responsibilities: Provide support for Microsoft and related IT or network-based solutions in both virtualized (Hyper-V preferred, VMWare) and physical hardware deployments. Manage and resolve 1st, 2nd, and 3rd Line cases, ensuring high standards in customer communication, case updates, knowledge base articles, and activities. Efficiently handle the 1st, 2nd, and 3rd Line queue, prioritizing cases according to their urgency and SLA. Resolve cases remotely (via Connectwise Manage, email, phone) or onsite at customer locations as needed, adhering to target resolution times. Effectively manage your time, ensuring expectations are met and communicated clearly. Requirements: 18-24 months of experience in a busy and dynamic IT support environment with the following technologies: Apple Mac proficient (Highly desirable) Windows Server (2012, 2016, 2019, 2022) Active Directory Virtualization (Hyper-V and VMWare) Office 365 Administration (Essential) Backup solutions (Veeam or similar) TCP/IP networking and wireless networking knowledge (Unifi), including firewalls, switches and APs. Antivirus solutions (Webroot, Sentinel One or similar) Windows 10/11 client support Flexibility to work outside of business hours as needed. Included overnight travel if required. (Rare) Excellent communication skills in written and spoken English. Professional, positive, self-motivated, and self-sufficient attitude Ability to perform well under pressure and adapt to shifting priorities. Strong team player, capable of working independently with a can-do attitude. Right to work in the UK, a full UK driving license, and access to your own vehicle Must understand that IT is not always 9-5 Desirable Skills: Familiarity with Connectwise Manage and Connectwise RMM Experience with WatchGuard or other firewalls Hours: Varying shifts between 7am-5.30pm Monday to Friday