Job Description
IT Support Technician
* Location: Saintfield/Downpatrick area
* Employment Type: Full-time (37.5 hours per week)
* Salary: £32,000 per annum
We are seeking a customer-facing IT Support Technician to deliver high-quality, proactive, and reactive support to our managed clients. This role involves owning incidents and service requests across a variety of platforms including the Microsoft 365 stack, Windows endpoints/servers, networks, backup/security platforms, and common line-of-business apps. You will work closely with the Service Desk, Deployment, and IT Management teams to maintain healthy IT environments.
Day-to-day of the role:
* Incident & Request Management:
o Triage, troubleshoot, and resolve tickets using RMM/CRM tools, remote sessions, and occasional on-site visits.
o Document root causes, remediation steps, and preventive actions.
* User & Device Support:
o Support Windows 11, Microsoft 365 apps, Managed EPDR, backups, and managed network hardware.
o Focus on assisting with the company's IT infrastructure.
* Microsoft 365 / Azure AD (Entra ID):
o Manage Exchange Online, SharePoint/OneDrive, Teams, and conditional access/MFA policies.
o Perform basic Azure AD administration, identity hygiene, and security hardening.
* Network Administration:
o Troubleshoot issues related to firewall, switching, Wi-Fi, VLANs, VPN, and SD-WAN (Watchguard/Aruba experience beneficial).
* Security & Backup:
o Administer endpoint protection/EPDR, email security, vulnerability remediation, and patching via RMM.
o Monitor and test backups/BCDR and participate in recovery when needed.
* Monitoring & Preventive Maintenance:
o Respond to RMM alerts, automate routine fixes (scripts/policies), and propose improvements.
o Assist in maintaining asset inventory and lifecycle (warranty, licensing, refresh).
* Customer Service & Communication:
o Provide clear updates to users and stakeholders.
o Produce concise technical documentation and knowledge base articles.
* Collaboration & Escalation:
o Work with Level 1 for mentoring and with Level 3/Projects for complex escalations.
o Contribute to standards, templates, and best practices.
Required Skills & Qualifications:
* 3 years in an MSP or fast-paced IT support environment
* Strong troubleshooting skills across Windows 10/11, M365 (Exchange/SharePoint/Teams), and basic networking (TCP/IP, DNS, DHCP, VLANs).
* Experience with RMM platforms, backup, and endpoint security/EDR.
* Solid documentation habits and excellent customer communication skills.
* Experience with PowerShell scripting and automation.
* Experience with managed Firewalls/Wi-Fi/Switching.
Benefits:
* Competitive salary and benefits package.
* Mileage reimbursement for onsite client visits.
* Opportunities for professional development and certifications.
To apply for the Managed Services Technician position, please submit your CV and cover letter detailing your relevant experience and why you are interested in this position.