Salary: £28,000 - £28,000 per year
Requirements
- Previous experience within an IT support, service desk, helpdesk or technical support environment
- Strong customer service and communication skills
- Good troubleshooting and problem-solving ability
- Knowledge of Windows desktop operating systems
- Experience supporting Microsoft Office applications and Outlook
- Ability to work effectively within a fast-paced support environment
- Positive attitude and willingness to learn new technologies
- Active Directory user administration is desirable
- Microsoft 365 support exposure is desirable
- Experience using ITSM or ticketing systems is desirable
- Remote support tools experience is desirable
- Basic networking knowledge including DNS, DHCP and WiFi is desirable
- Exposure to backup, antivirus or virtualisation technologies is desirable
- MSP or managed services experience is desirable
Responsibilities
- Provide 1st line technical support via phone, email and remote support tools
- Log, manage and resolve incidents and service requests efficiently
- Troubleshoot hardware, software and desktop-related issues
- Support Microsoft Office, Outlook and Windows operating systems
- Escalate more complex technical issues where appropriate
- Maintain accurate ticket updates, documentation and customer communication
- Deliver excellent customer service throughout the support process
- Assist with user account administration and basic system support
- Contribute to knowledge sharing and continuous improvement within the team
- Work collaboratively with 2nd and 3rd line support engineers
Technologies
- Active Directory
- Hardware
- Support
- ITSM
- Microsoft 365
- Windows
- Office 365
More
We are a growing Managed Services Provider based in South Wales, offering a hybrid working arrangement in the Caerphilly area. You will join a collaborative and supportive service desk team providing front line technical support to customers across public and private sector organisations. We offer an excellent benefits package, paid on call rota participation, training, and strong career development opportunities within a professional managed services environment.