Role Details
Location: Bury St Edmunds
Contract Type: Permanent
Apply: Apply Online
Job Description
At Xperience, we deliver business efficiencies through Digital Transformation. We prioritize our clients, helping them create better, faster processes, build stronger customer relationships, enhance data security, accelerate profitability, and position for growth. With over 1,100 clients, we are proud of our high recommendation rate of 95%. Our people are key to our success, possessing the expertise and ambition to collaborate and guide clients towards optimal solutions. We partner with industry leaders in technology to provide impactful digital transformations, including Cloud, ERP, CRM, Managed IT, and Cyber Security.
The Role
We are seeking an experienced Level 1 Managed Services Technician to join our Managed Services Helpdesk Team. You will provide 1st line technical support and solutions via our online helpdesk, live chat, telephone, and email. Responsibilities also include hardware/software installations, upgrades, routine maintenance (remote or on-site), and handling small orders.
Job Responsibilities
* Provide level 1 technical support to internal and external stakeholders.
* Ensure support incidents are accurately recorded and meet Service Level Agreements.
* Deliver high customer satisfaction as the primary contact for new support incidents.
* Log tickets using the helpdesk management system.
* Perform initial investigations and escalate issues to higher-level technical teams as needed.
* Triaging support requests by reviewing and prioritizing tickets according to SLA and contractual requirements.
* Proactively monitor systems such as backup reports, network, device monitoring, anti-virus, and patch management dashboards to identify issues and create support incidents.
* Configure, deploy, and maintain PCs, laptops, and printers for stakeholders.
* Perform remote or on-site maintenance and support, including hardware collection and delivery for repairs.
* Refer client requests to Business Solutions and Commercial teams for advice and consultation.
* Manage and monitor ICT systems and platforms, performing necessary maintenance.
* Maintain professional development through continuous learning to achieve relevant certifications.
* Collaborate with colleagues to enhance product and service knowledge.
Benefits
* 30 days annual leave plus 8 bank holidays
* Additional day off for your birthday
* Employer pension contribution of 3%
* Hybrid working model
* Cycle to Work Scheme
* IT Purchase Scheme
* Terms & Conditions apply based on contract
Required Competencies
Effective communication, teamwork and collaboration, results focus/problem solving, and a commitment to personal development.
Experience Required
Essential:
* At least one year of professional experience in two or more of the following:
o Microsoft Windows Server
o Microsoft Office 365 (Exchange Online, OneDrive, etc.)
o Active Directory
o Anti-Virus, Anti-Malware & Anti-Spam Solutions
o Veeam Backup & Replication
o Hardware Maintenance (Servers, Laptops, Desktops)
o Patch Management Solutions
* Experience in helpdesk support, ticket management systems (e.g., Connectwise)
* GCSE Maths and English grade 9-4 or A*-C (or equivalent)
* Willingness to travel within the UK
* Right to Work in the UK (no sponsorship available)
Desirable:
* Experience in IT/Professional Services organizations
* IT certifications such as ITIL Foundation, Cisco CCNA, Microsoft MCSA
Apply Now
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