OVERVIEW

Are you tired of working for companies that prioritise ticket volume and total logged hours over quality and doing the job right? Do you want to take your career in the direction of the cloud/Microsoft 365? Do you truly care about delivering a good quality of service and product to clients? Impact may well be the company for you.
We are an award-winning Managed IT Services company based in the North West and we’re proud of our reputation for delivering the highest levels of service. Our clients include some of Lancashire’s most established businesses with between 25 and 150 users.
We’re definitely biased, but we believe we’re a great place to work! Based at our modern offices in Kirkham, near Preston, we’re a forward-thinking, very friendly, and welcoming team of 15 people.
We are in the process of becoming a cloud-focused, Microsoft 365 led company. We are looking for people who want to contribute to this and establish themselves and their future in this area.
Our ideal candidate will be eager to learn, have excellent people skills and have the drive to expand their knowledge and progress towards becoming a subject matter expert.

WHO ARE WE LOOKING FOR?

We are seeking a dedicated and customer-focused IT Service Desk Technician to join our dynamic team. The ideal candidate will be responsible for providing exceptional technical support and ensuring a high level of customer satisfaction. This role requires a strong commitment to quality service, effective problem-solving skills, and the ability to communicate technical information clearly to non-technical users.

• You are a self-developer. This means you take it upon yourself to embark on self-improvement, both professionally and technically. You learn because you want to, not because you have to, and you take advantage of the many learning opportunities the company would offer you in every technical area you can imagine.
• You are detail orientated. In a company that prioritises rewarding people who provide quality over ticket volume, you deliver amazing client service because you pay attention to the small things as well as the big.
• You are socially caring. For a company that truly prioritises people, you should be able to form strong relationships with both colleagues and clients, showing genuine care for both.
• You are a strong communicator. Communicating well both written and verbally enables you to broach complex technical topics and communicate these in a way clients can understand while embodying patience and care.
• You are empathetic. Being able to place yourself in the shoes of someone else is a key people skill for our company. You are not driven to just solve client problems, but also offer support, sympathy, and compassion for both colleagues and clients.
• You are logically deductive. You can break down any problem into its constituent parts, even for areas you don’t technically understand. You can think outside the box when it comes to problem solving, and you’re comfortable with unknowns. You are inquisitive and enjoy learning how and why things work.
• You are a proactive automator. You bring ideas and solutions to the table that don’t just solve existing problems, but future problems too. With company encouragement, you spend time not just preventing a problem from occurring again, but all problems of the same type from occurring again for all companies we support.

TECHNICAL REQUIREMENTS

• Can solve most Windows based workstation issues independently
• Can configure and support Microsoft 365 features such as Entra, Azure, MDM/MAM, Conditional Access and Teams Phone
• Can install & configure PCs, Laptops, Routers, Servers, Network switches and Wi-fi access points
• Have good experience with Windows Server & Active Directory Domains
• Networking & Wireless Networking skills
• Strong prioritisation and time management skills
• Strong problem-solving and analytical skills
• Strong Customer Service and communication skills

REQUIREMENTS

• Must be over the age of 21 with a full clean UK Drivers licence
• Must be physically fit
• 1 years of IT Support experience, ideally at a Managed Service Provider
• Passion for IT and technology
• Experience in a customer service focused role preferred

QUALIFICATIONS

• 5 GCSE Grade A-D/ which must include Maths and English at grade C or above
• Industry Degree or Level 3-6 IT Apprenticeship
• Industry specific qualifications beneficial e.g. CompTIA A+, Security+, Network+
• Microsoft qualifications beneficial e.g. MS-900, MD-102, MS-102, SC-900

• You are a self-developer. This means you take it upon yourself to embark on self-improvement, both professionally and technically. You learn because you want to, not because you have to, and you take advantage of the many learning opportunities the company would offer you in every technical area you can imagine.
• You are detail orientated. In a company that prioritises rewarding people who provide quality over ticket volume, you deliver amazing client service because you pay attention to the small things as well as the big.
• You are socially caring. For a company that truly prioritises people, you should be able to form strong relationships with both colleagues and clients, showing genuine care for both.
• You are a strong communicator. Communicating well both written and verbally enables you to broach complex technical topics and communicate these in a way clients can understand while embodying patience and care.
• You are empathetic. Being able to place yourself in the shoes of someone else is a key people skill for our company. You are not driven to just solve client problems, but also offer support, sympathy, and compassion for both colleagues and clients.
• You are logically deductive. You can break down any problem into its constituent parts, even for areas you don’t technically understand. You can think outside the box when it comes to problem solving, and you’re comfortable with unknowns. You are inquisitive and enjoy learning how and why things work.
• You are a proactive automator. You bring ideas and solutions to the table that don’t just solve existing problems, but future problems too. With company encouragement, you spend time not just preventing a problem from occurring again, but all problems of the same type from occurring again for all companies we support