ABOUT US

We’re a long established and highly reputable Managed IT Service Provider based in Wollaston, Northamptonshire. We provide a broad spectrum of outsourced IT services to small and medium sized businesses within the Northamptonshire area and beyond. Services include a busy technical support helpdesk, hardware and software procurement, cloud and connectivity solutions, and IT project management. We’re a small and close-knit team with an important job of maintaining our customers IT systems and protecting their data, whilst making the working day as enjoyable as possible.

SKILLS & EXPERIENCE

• Previous experience in a 1st Line IT Support role or a relevant IT qualification.
• Strong knowledge of Microsoft 365, including Teams, SharePoint, and Exchange Online.
• Understanding of Windows operating systems and basic networking principles (DNS, DHCP, TCP/IP).
• Excellent problem-solving skills and attention to detail.
• Strong communication skills, with the ability to explain technical issues to non-technical users in a jargon free manner.
• A passion for providing excellent customer service and a proactive approach to issue resolution.
• Awareness of cyber security principles and best practices.

ROLE OVERVIEW

We are now seeking a personable and experienced 1st Line IT Support Engineer to join our hardworking and busy technical support team.
As a 1st Line IT Support Engineer, you will be the first point of contact for our clients, providing efficient and effective technical support. You’ll assist with resolving issues related to Microsoft 365, general IT infrastructure support, and cyber security, ensuring our clients experience minimal disruption to their operations. At your disposal you’ll have access to some of the most advanced Remote Support, Management and Cyber Security tools available. This is a diverse and varied role, with lots of support and assistance from more senior 2nd and 3rd line colleagues.

KEY RESPONSIBILITIES

• Respond to client support requests via phone, email, or ticketing system, and provide timely and accurate solutions.
• Triage incoming tickets to ensure all information is present and accurate, and directed to the correct team where required.
• Diagnose and resolve technical issues related to Microsoft 365, Windows operating systems, networking, and other common IT systems.
• Assist with user account management, including password resets and user setups within Microsoft 365.
• Escalate complex issues to 2nd / 3rd line support when required, ensuring a seamless handover of information.
• Monitor client systems for performance and security issues, proactively addressing potential risks.
• Provide basic guidance on cyber security best practices to clients, helping them stay secure.
• Maintain accurate documentation of support requests, resolutions, and client interactions.
• Collaborate with team members to share knowledge and improve service delivery, contributing to our culture of continual improvement.
• Ahere to all company Information Management, Key Performance Indicators, and Cyber Security processes and policies