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- Diagnose and resolve software and hardware calls/tickets: Efficiently troubleshoot and resolve issues to minimise disruption for our clients.
- Accurately record, update, and document requests: Maintain detailed and accurate records using our help desk system, ensuring top-notch customer service.
- Execute software installation and deployment: Perform necessary software installations and deployments to client systems.
- Assist with Active Directory management: Manage and maintain user accounts and permissions.
- Contribute updates to technical documentation: Keep technical documentation, procedures, and process definitions up-to-date.
- Support network and infrastructure initiatives: Assist the infrastructure team with both hardware and systems administration tasks.
- Experience in a technical support or service delivery role within an IT environment.
- Working knowledge of technical support (break-fix) for Windows desktops/laptops.
- Proficiency with Windows 7 and Windows 10 support.
- General understanding of networks, including TCP/IP, switches, routers, and VPN.
- Commitment to personal development and continuous improvement.
- Ability to inspire confidence in stakeholders.
- Proven experience in building excellent client relationships.
- Willingness to update and adapt skills as required by the demands of the role.
- Ability to work occasional weekends/out-of-hours as required.
- Excellent verbal communication skills, with the ability to communicate effectively with both technical and non-technical customers at all levels.
- Valid driving licence.
- Experience in educational IT support.
- Previous experience working in an MSP environment.
- Working knowledge of Windows Servers 2003 onwards.
- Knowledge of Office 365.
- Familiarity with Windows domain environments.
- Knowledge of Apple Mac environments.
- Basic salary of up to £25,000 (dependent on experience).
- Private Health Insurance.
- Company pension.
- 25 days holiday plus bank holidays.
- Training and professional development opportunities.
