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:
Schedule:
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
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