*All applicants must have the right to work in the UK*
*Must have full UK driving licence*
About the Company
Our client is a leading UK technology specialist. Known for their strong workplace culture, award‑winning teams, and commitment to employee development, they continue to achieve year‑on‑year growth across IT security, cloud and managed services. With multiple industry accolades, including repeated recognition as a top partner by major vendors, they place people at the heart of their success—celebrating achievement, supporting career progression, and fostering an environment in which individuals thrive.
Primary Purpose of the Role
This role sits within the Desktop Team, supporting a range of MSP clients. The successful candidate will diagnose and resolve IT issues, manage incident queues, and ensure consistent, high‑quality service delivery. You’ll act as an escalation point for junior engineers and maintain strong communication with clients throughout the support lifecycle.
Key Responsibilities
* Act as the initial point of contact for incoming support calls, emails, and remote sessions when required.
* Serve as an escalation point for Apprentices and Tier 1 Engineers.
* Log all support interactions accurately and maintain timely client updates.
* Manage incidents and service requests, ensuring SLAs are consistently achieved.
* Provide high‑quality technical support to clients across a range of technologies.
* Assist the Tier 2 Manager with ongoing service and process improvements.
* Oversee and manage escalations from junior team members.
* Maintain daily communication with clients regarding active tickets.
* Proactively manage client expectations and escalate issues when necessary.
* Work with third‑party vendors and suppliers as appropriate.
* Ensure compliance with company policies and procedures.
* Meet all role-related KPIs and performance standards.
* Maintain and improve cloud infrastructure environments.
* Draft and implement Requests for Change (RFCs).
* Manage client onboarding and offboarding activities.
* Keep all client documentation accurate and up to date.
* Undertake other duties as needed to support business operations.
Required Behaviours
* Strong interpersonal and communication skills.
* Excellent troubleshooting ability.
* Professional, positive, flexible and approachable.
* Strong team player with cross-functional collaboration skills.
* High energy, proactive attitude and a commitment to customer satisfaction.
* Strong attention to detail.
* Creative problem-solving mindset.
* Excellent knowledge of Windows 11 installation and configuration.
* Solid experience with the Microsoft 365 admin suite (Intune, SharePoint, Teams, Exchange, Entra ID, etc.).
* Familiarity with email filtering technologies (Mimecast, Barracuda, Sophos Email Gateway).
* Experience with Microsoft Server OS (2016/2019/2022/2025).
* Troubleshooting skills across firewalls, switches, wireless technologies, and general networking.
* 2+ years supporting medium–large businesses.
* Strong scripting and RPA automation skills.
* Ability to learn quickly and work independently under pressure.
* Excellent communication, problem-solving and customer experience skills.
* Minimum 3 years’ IT experience in a corporate or service provider environment.
* Full UK driving licence and own transport.
* Ability to obtain a DBS certificate.
Desirable Qualifications & Experience
* Sophos Central / XG Firewall certifications.
* CompTIA A+.
* Experience with wireless technologies (Ubiquiti, Meraki, etc.).
* Group Policy / Intune Policy deployment and management.
* Previous MSP experience (advantageous).
* 25 days holiday (plus bank holidays), increasing with service.
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