A bit about us At Gamma, we’re more than just a leader in Unified Communications as a Service (UCaaS). We’re a fast-moving technology organisation delivering innovative voice, data, and mobile solutions across Europe. Our product and service portfolio is at the heart of what we do — powering reliable, scalable communications for thousands of businesses. Behind the scenes, our engineering teams design, build, and maintain the software systems that generate real business impact. We combine the agility of a start-up mindset with the stability of a leading European business. Collaboration, ownership, and continuous improvement define how we work — and we’re always looking for people who want to build meaningful technology at scale. Who are we looking for? To troubleshoot complex IT issues that have been escalated from 1st line Service desk team, utilizing your technical expertise in technical problem solving, customer services and IT knowledge in order to deliver exceptional support for internal users. What will you be doing day-to-day? To provide 2nd line support on a wide range of IT related issues including hardware, software network and infrastructure issues. Act as a support for the 1st line team to enable them to support the internal users as best they can. Investigate the root cause of incidents, seek out solutions, implement fixes and then document the process to be able to assist 1st line to resolve issues. Communicate with end users in both a technical and non-technical manner including ensuring they are kept fully up to date with the progress of all tickets. Work with IT Engineers and IT infrastructure to escalate and resolve issues.Identify areas for service improvement, process optimization and improvement to the overall customer experience. Ensure that all ticket note are accurate and include relevant detail. User account provisioning and management To Raise Purchase orders for replacement kit. May require overnight stays across the UK To ensure compliance regarding Gamma policies and processes. To share and document knowledge. What you’ll need A minimum of 2 years’ experience within a 1st line service desk position. A proven history of supporting Windows 10 & 11 Experience troubleshooting MS Office365 A proven ability to multi task and be able to make assessments of urgency based on knowledge and experience Good working knowledge of Microsoft Active Directory and Group policy. Excellent written and verbal communication Able to manage time and work under pressure to tight deadlines Knowledge of Microsoft Products including Office 365, Active Directory and Exchange, Windows 10 onwards, networking and connectivity. The ability to provide exceptional service What do we offer you? At Gamma, we believe in work–life balance, which is why we offer 25 days of annual leave, plus an extra day off for your birthday. We also provide a volunteer day, allowing you to support a cause that matters to you. Family is important to us. With enhanced maternity and paternity pay, we support you at every stage of life. Our contributory pension scheme helps you plan for the future, with Gamma increasing contributions in line with yours. Your wellbeing comes first. We offer group income protection, life assurance (four times your salary), and private medical insurance through Vitality, which extends to your immediate family. We want you to share in our success, which is why we offer tax-efficient share save and share incentive plans. We’re also committed to sustainability, offering an Electric Vehicle scheme through Octopus and a Cycle to Work scheme, making greener travel easier. A few things to note Unfortunately, we can’t offer visa sponsorship or relocation support for this role.This role is hybrid, with office and home working flexibility.If you feel you could be a great fit for Gamma but don’t meet every requirement, we still encourage you to apply — you might be exactly who we’re looking for.Gamma is an equal opportunity employer. We are committed to building inclusive, diverse teams where everyone can be their authentic selves. We welcome applications from all backgrounds and do not discriminate based on any protected characteristics. Recruitment agencies: We work with a trusted group of recruitment partners and are not looking to expand this network at present. Please do not send speculative CVs.