Are you tired of being just another ticket number in a large corporate IT department? Do you want to work somewhere that genuinely values your technical expertise and invests in your professional development? Are you looking for a role where you can make a real difference to clients' businesses while working with cutting-edge technology? Would you thrive in an environment where your suggestions for improvements are not only welcomed but actively encouraged? About You You're an experienced IT networking and support professional who takes pride in delivering exceptional technical support and customer service. You understand that behind every ticket is a person who needs help, and you're committed to providing solutions that go beyond just fixing the immediate symptom. Your Skills and Experience: Strong experience in technical support, ideally in an MSP or similar client-facing environment Excellent knowledge of Microsoft 365, including administration and troubleshooting Experience supporting both cloud and on-premises server environments Solid understanding of VoIP systems and telecommunications Hardware and software installation, configuration, and repair experience Strong problem-solving skills with the ability to diagnose root causes, not just symptoms Excellent communication skills - you can explain technical concepts to non-technical users Experience with ticketing systems and maintaining accurate documentation Understanding of IT security principles and best practices Ability to work with third-party vendors and suppliers effectively Your Approach: You're proactive in your approach to system maintenance and issue prevention You understand the importance of prioritising tickets based on business impact You're comfortable working both independently and as part of a collaborative team You're always looking for ways to improve processes and share knowledge You take ownership of tickets from start to finish You're committed to continuous learning and professional development About Your Next Career Move CipherIT isn't just another IT support company - we're genuine IT partners to our clients. Based in the heart of Coventry with free onsite parking, we've built our reputation on delivering top-quality technical support while maintaining the highest levels of customer service. What Makes Cipher IT Different: We see ourselves as our clients' IT partners, not just support providers We're committed to understanding our clients' business needs and providing solutions that improve their systems We're on an exciting journey towards ITIL implementation and becoming Cyber Essentials assessors We actively promote our core and add-on services, including cutting-edge Cyber Security solutions We value innovation and want to hear your suggestions for departmental and business improvements We provide dedicated training time for incentivised and funded certifications Your Role Impact: As our Support Technician, you'll be at the heart of our service delivery, providing first-line response through our support line and working on exciting projects that genuinely improve our clients' IT infrastructure. You'll have the opportunity to work across the full spectrum of IT technologies, from traditional on-premises systems to modern cloud solutions. Growth and Development: We're serious about your professional development. Not only do we provide funded IT certifications, but we also give you dedicated training time to pursue them. In return, we expect you to contribute some of your own time to training - because we believe in mutual investment in your success. Salary and Benefits Package Competitive Salary: £31,000 to £34,000 depending upon your experience Professional Development Benefits: Ongoing professional development opportunities Internal training programs Assigned IT certifications fully funded by the company Dedicated training time during working hours Workplace Benefits: Free onsite parking at our central Coventry office location Free eye tests to support your wellbeing Unlimited tea and coffee (because we know how important this is!) Company social events throughout the year to build team relationships Work Environment: Modern office facilities in the centre of Coventry Collaborative team environment with regular knowledge-sharing meetings Access to cutting-edge technology and tools Opportunity to work on diverse projects across various client environments Hiring Process Step 1: Application Review - Submit your CV and we'll review your technical experience and alignment with our requirements. Step 2: Initial Conversation - A friendly, informal chat to discuss your background, motivations, and answer any initial questions about the role. Step 3: Technical Interview - An in-depth discussion about your technical experience, problem-solving approach, and how you handle real-world IT scenarios. Step 4: Meet the Team - An online meeting, meet two of the team, and get a feel for our company culture. Step 5: Final Discussion - A final techie conversation in-person, take a good look at the office environment, discuss terms, start date, and any remaining questions from either side. Timeline: We aim to complete our hiring process within 2-4 weeks of application, respecting both your time and our need to find the right person for our team. PS. If you've seen another role with the team recently, this specific role is a second vacancy.