Truly SMB Castle Donington, England, United Kingdom
Senior Helpdesk Technician Truly SMB Castle Donington, England, United Kingdom
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Location: On-Site at our Castle Donington Office – 5 days per week
Job Type: Full-Time
Reports To: Head of Client Services
About the Role
We are seeking a proactive and technically skilledSenior Helpdesk Technicianto join our fast-paced Modern Work team. This role is ideal for someone with a strong background in IT support, particularly within MSP/SMB environments, who thrives on resolving complex technical issues and delivering exceptional service.
Key Responsibilities
Working on 2 nd and 3 rd line tickets, owning until resolution.
Act as an escalation point for the Helpdesk Technicians, resolving complex technical issues across a wide range of technologies.
Taking first calls from clients and owning tickets through to resolution.
Troubleshoot and resolve networking issues (LAN/WAN, DNS, DHCP, VPN, firewalls).
Provide support for Microsoft Azure environments, including identity, virtual machines, and networking.
Respond to and investigate cyber security incidents in collaboration with internal and external stakeholders.
Dispatch and manage support tickets effectively using the service desk platform, ensuring timely updates and resolution.
Liaise with third-party vendors and service providers as needed.
Maintain accurate documentation of systems, processes, and resolutions.
Perform file and site recoveries using backup and disaster recovery solutions.
Required Skills & Experience
Minimum 2 years’ experience in a 2nd line support role within an MSP environment supporting SMB’s.
Strong knowledge of Windows Server, Active Directory, Group Policy, and Office 365 administration.
Experience with Microsoft Azure (IaaS, PaaS, networking, identity).
Solid understanding of networking fundamentals and troubleshooting (TCP/IP, VLANs, routing, firewalls).
Experience with remote monitoring and management (RMM) tools.
Familiarity with cyber security best practices and incident response.
Comfortable working in high-pressure, fast-paced environments.
Excellent communication and customer service skills.
Desirable knowledge of Mac O/S.
What would your day look like
·50% of your time working on 2/3 rd line tickets.
·30% providing escalation support on tickets, either taking on and owning or working with the team to tackle together.
·10% carrying out ticket reviews and supporting team including dispatch.
·Whilst not frequent, there may be occasions where we need to attend site for troubleshooting works so there will be the occasional requirement to go on-site for either scheduled works or critical incident responses.
Certifications (Required)
Desirable Qualifications
Additional Microsoft certifications (e.g., AZ-104, MS-102).
Experience with backup and disaster recovery solutions.
Familiarity with PSA tools.
Additional Information
On-site work may be required depending on client needs.
Must hold a valid UK driving license and have access to a vehicle.
Must be eligible to work in the UK.
Seniority level Seniority level Mid-Senior level
Employment type Employment type Full-time
Job function Job function Information Technology
Industries IT Services and IT Consulting
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