Helpdesk Technical Support Engineer - MSP (ID: devbMWDS)

The ideal candidate will provide enterprise-level technical assistance and support to our customers, ensuring the smooth operation of computer systems, software, and hardware. This role will be a full-time position based out of our Silchester office with the ability to progress to working off-site at customer locations throughout the UK.

You'll have strong analytical and problem-solving skills, be passionate about how we can make our customers' businesses better by solving business-critical problems, have a technical background, be a creative thinker, and be solution-focused.

Day-to-day Duties will include:

• Offer technical support to customers via phone, email, or in person
• Troubleshoot and resolve issues related to operating systems, software applications, and hardware components, including but not limited to (desktops, laptops, servers, monitors, printers, routers, phones, firewalls, access points).
• Evaluate and log incidents and service requests in the service desk ticketing system and manage queues/workflows.
• Assist with setting up and configuring computer systems.
• Conduct software troubleshooting and recommend solutions.
• Communicate effectively with customers to understand and address their technical concerns.
• Build a knowledge base in the ticketing system or other approved systems.
• Assisting other team members including communicating company strategies, team goals, project deadlines, identifying training needs and skill management.
• Create and maintain documentation and records of customer interactions for support solutions and processes.
• Collaborate with the IT support team to escalate complex issues.

Experience/Qualification:

The successful candidate should possess:

• 3+ years of proven experience in a customer-facing technical support role within an established MSP.
• Excellent verbal and written communication and soft skills, inspiring confidence while leading customers through the steps to resolve issues via phone, and email.
• Proficiency in Windows operating systems, and computer networking essentials, MacOS is beneficial but not a requirement
• Good working knowledge of modern Windows Server Operating Systems inc. Domains, Active Directory, DHCP, DNS, Permissions, etc.
• Good working knowledge of Microsoft 365 Teams Exchange SharePoint, Intune and AutoPilot.
• Good working knowledge of VMWare ESX, vCenter and/or Hyper-V.
• Good working knowledge of Backup Systems, Enterprise Firewalls and Email Security Platforms.
• Familiarity with software troubleshooting techniques and help desk procedures
• Certifications or a technical qualification in IT.
• Strong understanding of Microsoft 365 and various aspects, including but not limited to Entra, Teams, Sharepoint and Exchange.
• Familiarity with remote desktop tools and help desk software, such as Central and Rescue, or similar.
• Ability to write reports and technical documents.
• Good knowledge of Sophos, Egnyte and Ubiquiti would be highly beneficial.
• Exceptional attention to detail.
• Must have the resilience and ability to work under pressure.
• Must have the ability to work alone, and as a member of the team.

Schedule:

• 9 am to 5:30 pm (some flexibility may be required)
• Monday to Friday (some weekend work may be required)

Applicant must be in the UK and within driving distance (25 miles) of our offices at RG7 (Reading)

Benefits:

• Bereavement leave
• Matched company pension
• Free on-site parking
• Monthly lunch club
• Onsite pool & football table
• Sick pay
• Company laptop
• Company events
• Free On-site parking

Application question(s):

• Must be a UK resident within 25 miles of our offices (RG7 2PQ) and with a clean driving licence and own transport.

Job Type: Full-time

Pay: £30,000.00-£40,000.00 per year

Additional pay:

• Performance bonus

Schedule:

• Monday to Friday

Application question(s):

• What is your current salary?
• Do you live within 25 miles of Reading and can commute daily?

Experience:

• IT support: 3 years (required)

Licence/Certification:

• Driving Licence (required)

Work Location: In person