DataConnectivity Ltd | IT & Telecoms Solutions for Cambridgeshire. provided pay range
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Cambridge & Peterborough focussed IT Services Advisor - Support | Internet | Data Infrastructure | Business Relocation
Background on Dataconnectivity
At DataConnectivity, we deliver tailored managed IT solutions powered by trusted Microsoft technologies, including Microsoft 365, Windows 10/11, and the latest Microsoft Security Suite. Our mission is to empower small and medium-sized businesses (SMBs) by transforming their IT infrastructure into scalable, secure, and cost-effective systems.
We help our clients boost productivity, streamline operations, and support hybrid and remote work environments—enabling them to thrive in an increasingly digital world. With a focus on reliability, efficiency, and strategic innovation, DataConnectivity helps businesses stay ahead in today’s digital-first environment.
Role Overview
As an IT Support Technician at DataConnectivity, you will play a pivotal role in delivering an exceptional client experience. Often considered the engine room of the business, the Service Desk is our frontline for customer interaction and technical support. Your role is to respond and resolve incoming customer requests over email and via the phone.
This position demands excellent communication, attention to detail and organisational skills. It will also require you to manage competing priorities in a fast-paced environment.
You will work closely with the Senior Management Team to drive operational excellence, support team development, and contribute to strategic initiatives that improve both client satisfaction and internal efficiency.
Key Responsibilities
Service Desk & Technical Support
* Provide first point of contact for clients through our Service Desk, via phone, email and ticket
* Give clients a positive and professional experience by handling their query in a friendly, quick and helpful well
* Provide the Client with general remote troubleshooting, troubleshooting and solving customer issues, within your growing skillset
* Use the ticketing system (Halo) to work on and resolve tickets and requests
* Maintain excellent ticket hygiene; Split tickets that have multiple issues into their own individual ticket, Make sure tickets don't go stale and significant progress is made throughout the process
* Use our remote monitoring dashboard and apply remediation actions as indicated by our processes, other team members or as required
* Review scheduled tasks, backup testing and other automated actions as indicated by processes and other team members
* Communicate, Report and Assess Risk including escalating tickets that require further help
* Continue to communicate to the client the status of their ticket, keeping them updated of any changes and/or problems with their issue being resolved
* Identify, communicate and mitigate potential risks to the IT Engineer
* Follow security procedures and keep a vigilant eye for security issues
* Identify opportunities for improvement and make constructive suggestions for change internally
* Provide seutp and support for new Hardware, equipment setup and refurbishment of existing
* Be able to go to customer sites to provide assistance when required
Gain & Maintain working knowledge across the following technologies and solutions:
* Microsoft 365, Windows Server, Exchange Online, SharePoint Online
* Microsoft 365 Fundamentals Qualifications +
* Windows 10/11, Hyper-V, Virtual Machines
* SQL Server, AWS Lightsail
* Networking: VLANs, WAN/LAN, DNS, TCP/UDP
* Firewalls and switches: Unifi, Aruba, WatchGuard, Cisco
* Security tools, antivirus solutions
* Veeam Backup & Replication (including Microsoft 365 backup)
* PowerShell scripting for automation and efficiency
Skills & Experience
* Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users
* Proactive and empathetic client communication, with a strong focus on customer satisfaction
* An excellent problem solver
* An understanding of support tools, techniques and how technology is used to provide services
* Strong understanding of operating systems, business applications, printing systems and network systems
* Able to type quickly and accurately while talking on the phone
* Experience managing client expectations and handling escalations calmly and professionally
* Very IT literate, and a strong knowledge of Microsoft 365 ecosystem
* Hands-on experience with Windows Server and Windows 10/11 operating systems
* Some understanding of networking concepts – TCP/IP, DNS, DHCP, VLANs, WAN/LAN, VPNs
* Familiarity with Azure AD, Intune, and Autopilot for device and identity management
* Working knowledge of Hyper-V, virtual machines, and backup solutions (e.g., Veeam)
* Experience with VoIP systems (ideally 3CX)
* Exposure to firewall and switch configurations – Unifi, WatchGuard, Aruba, Cisco
Other prerequisites
* The successful candidate must also have a full UK driving license and a car. This is because from time to time, they may be required to visit a client site.
There is an opportunity for strong career progression in this role and at DataConnectivity. We care greatly about our team and want everyone to succeed in their careers and reach their full potential. The ideal candidate may wish to start their career in the Service Desk, and eventually move into a more technical role outside of the Service Desk should they wish. However, there is also the opportunity to remain in the Service Desk and progress in this team as the company grows, initially as an Analyst.
Location: DataConnectivity is based on the edge of Cambridge. This role is office-based, complemented by flexible opportunities to work from home, if suitable."
Reports to: Service Desk Lead
Type: Full Time
Remuneration
Starting salary for this role is £23,000 - £25,000.
In addition:
* 33 days holiday, including Bank Holidays
* In addition to the above - a day off on your birthday each year
* Automatic enrolment pension contributions
* Private Healthcare, after qualifying period, including Optical and Dental contributions
* Company laptop and other technical tools
Unfortunately, we are unable to offer visa sponsorship at this time, so candidates must have existing eligibility to work in the UK.
We do not accept unsolicited approaches from recruitment agencies or consultants. All recruitment is managed in-house.
Seniority level
* Seniority level
Entry level
Employment type
* Employment type
Full-time
Job function
* Job function
Information Technology
* Industries
IT Services and IT Consulting
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