Requirements
Must have:
- Proven experience in providing IT support within an MSP or corporate environment or ITIL help desk setting. - Strong knowledge of computer networking concepts including LAN, DNS, DHCP, VPNs, firewall configuration, TCP/IP protocols, and TCP connections. - Hands-on experience with operating systems such as Windows (including Windows Server), macOS, and Linux distributions. - Familiarity with Active Directory management and tools like Heimdal RMM & Security. - Experience supporting hardware components including desktops, laptops, servers, and peripherals. - Proficiency in troubleshooting software issues across various platforms. - Excellent communication skills with the ability to explain technical concepts clearly to non-technical users and stakeholders. - Ability to prioritise tasks effectively while managing multiple support requests simultaneously. - Clean UK Driving license (required). - Microsoft AZ700 certification (required). - ITIL Certification (required).
Responsibilities:
- Provide first-line technical support via our own help desk platform addressing user queries promptly and efficiently. - Troubleshoot and resolve issues related to computer hardware, operating systems (Windows, macOS, Linux), and software applications including Microsoft Assist with network connectivity problems involving LAN, VPN, DNS, TCP/IP protocols, firewalls, and TCP connections. - Manage user accounts and permissions within Active Directory and utilise SCCM for software deployment and system updates. - Support server infrastructure including HP Proliant Servers with Microsoft Windows Server environments and PRTG monitoring. - Configure and maintain network devices such as switches, routers, and firewalls to ensure optimal security and performance. - Conduct regular analysis of system logs and network traffic to identify potential issues or vulnerabilities. - Document technical procedures clearly to facilitate knowledge sharing within the team, ensuring that Level One need to escalate less often. - Maintain high levels of customer service by communicating effectively with client users at all levels of technical understanding. - Work on both project and helpdesk tickets simultaneously.
Company:
We are seeking a dedicated IT Support professional to join our dynamic team at Andisa, a leading MSP based in Harrogate, North Yorkshire, serving clients across all of Yorkshire. This role offers an excellent opportunity to utilise and expand your expertise in a fast-paced environment, contributing to the optimisation of IT services. We highly value strong communication skills and a proactive approach to problem-solving, with a focus on delivering exceptional customer service. This position is full-time and permanent, with a hybrid remote work option in Harrogate.