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Job Title: 1st - 2nd Line Support Technician
Location: Greater Ipswich (Office-Based)
Salary: Up to 35,000 per annum
Job Type: Full-Time, Permanent
About the Role:
We are seeking a skilled and customer-focused 1st - 2nd Line Support Technician to join our growing MSP team in local to Ipswich. This role is ideal for someone with MSP experience who thrives in a fast-paced environment and enjoys solving technical issues while delivering excellent customer service.
Key Responsibilities:
Provide 1st and 2nd line IT support to clients, troubleshooting hardware, software, and network issues.
Respond to support tickets via phone, email, and remote access tools, ensuring timely resolution.
Escalate complex issues to senior engineers when necessary.
Manage and maintain client IT systems, including desktops, servers, and networking devices.
Perform software installations, updates, and configurations.
Assist with onboarding new clients and users, including setting up accounts and devices.
Document solutions and maintain accurate records within the ticketing system.
Maintain a high standard of customer service, ensuring professional and friendly interactions with clients.
Stay updated on emerging technologies and industry best practices to enhance service delivery.
Key Requirements:
Must have a valid driving licence and own transport due to the location of the office.
Proven experience in an MSP environment providing IT support.
Strong knowledge of Windows Server, Active Directory, Office 365, and networking fundamentals.
Experience troubleshooting desktops, laptops, printers, and mobile devices.
Familiarity with remote support tools and ticketing systems.
Excellent communication and interpersonal skills with a customer-first approach.
Ability to work independently and as part of a team.
Strong problem-solving skills and ability to work under pressure.
Must be able to work full-time in the office.
Desirable Skills:
Experience with virtualisation technologies (VMware, Hyper-V).
Understanding of cybersecurity best practices.
Industry certifications (e.g., CompTIA, Microsoft, ITIL) are a plus.
What We Offer:
Competitive salary of up to 35,000 per annum.
A collaborative and supportive work environment.
Opportunities for career growth and professional development.
Exposure to a wide range of technologies and industries.
If you have MSP experience, strong customer service skills, and the ability to work in-office full-time, we want to hear from you!
