Job Role: Technical Support Analyst
Location: Taunton, Somerset. With benefits to work remotely at times
Salary: £24-28k Based on Experience
Type: Full-time, Permanent
About SRD Technology UK
At SRD Technology UK, were passionate about delivering cutting-edge IT solutions with a personal touch. As a forward-thinking Managed Service Provider (MSP), we pride ourselves on our commitment to innovation, agility, and exceptional customer service. We support a wide range of clients across diverse sectors, helping them thrive in a rapidly evolving digital world.
The Opportunity
Were seeking an ambitious and experienced 1 st Line Technical Support Analyst who loves problem solving. As a Technical Support Analyst in Tier 1, you will work closely with Technical Support Analysts to provide IT support to our managed service clients across the UK. This role requires a key focus on customer care and getting the job done well. This individual will also need to work on multiple tickets at a time whilst meeting the determined SLAs. This job may include site visits if required.
Key Responsibilities
First point of contact for IT support queries (phone & Ticket System)
Providing 1st line remote support and escalating when needed.
Managing customer requests such as installations, user account changes, and updates
Daily/weekly security/health and backup checks
Contributing to and improving our knowledge base system
Assisting project engineers on a variety of client projects
Offering basic training and guidance to customers
Contacting 3 rd party vendors
Essential Requirements
Experience dealing with customers daily
Experience supporting Windows Desktop, Microsoft 365 and Active Directory
Advanced knowledge of Microsoft suite of products
Use of a ticketing system
Basic understanding of networking (TCP/IP, firewalls, routers, switches)
Clear communication skills and be able to explain tech.
A team player with a 'can-do' attitude who takes ownership and wants to team to progress processes.
Passion for IT
Nice to have but not essential
Experience of working in an MSP is highly desirable
Qualifications ( not essential)
Microsoft 365 Fundermentals
ITIL knowledge or certification
CompTIA IT Fundamentals+ (ITF+)
Customer service training
Why Join SRD Technology UK?
Be part of a friendly, forward-thinking team making a real impact in the IT space.
Access ongoing professional development, training, and certification opportunities.
Get experience working on projects.
Benefits:
Opportunities for advancement and training plans for all team members
Stay at the forefront of Microsoft technologies, receive professional development, and gain exposure to challenging projects.
25 Days holiday plus bank holidays
Charity/ volunteering day
Contributory pension scheme
Team challenges and prizes
Social company activities
Health and wellbeing support
Employee discount platform
Onsite parking
TPBN1_UKTJ