Job Description

Role summary

We're looking for a customer-focused Helpdesk & IT Technician to support a busy MSP environment. You'll handle a mix of 1st/2nd line service desk work and hands-on onsite technician tasks across our client base. This role suits someone with solid fundamentals, great communication, and the confidence to troubleshoot end-to-end, with support from senior staff where needed.

Key responsibilities

Service Desk (primary)

Provide 1st/2nd line support to end users via phone, email, remote tools and onsite visits.

Own tickets from initial triage through to resolution, escalating appropriately while keeping users informed.

Troubleshoot Windows 11, Microsoft 365, printers, basic networking, and common business applications.

Carry out routine user administration (password resets, MFA support, access issues).

Support Microsoft 365 user issues (Outlook, Teams, OneDrive/SharePoint basics).

Perform basic Active Directory tasks (users, groups, permissions).

Document fixes and produce clear ticket notes / knowledge base articles.

Technician / Onsite (secondary but important)

Attend client sites across the south coast for desktop/laptop installs, replacements and troubleshooting.

Carry out basic network diagnostics (connectivity, Wi?Fi, switching basics).

Support printers and peripherals.

Perform patch/port checks, cable tracing, tidy-ups and small changes.

Support hardware/software rollouts: device builds, imaging, patching, and onboarding setups.

Maintain asset records (tagging and updates).

Operations & standards

Follow Hive IT processes (ticket updates, SLA awareness, and change discipline).

Handle client data securely and follow GDPR and Hive IT security policies.

Contribute to continuous improvement by identifying repeat issues and improving documentation.

What success looks like

Tickets resolved within SLA with strong user feedback.

High-quality notes and consistent updates on every ticket.

Ability to resolve common issues independently and escalate with good diagnostics.

Professional onsite delivery: punctual, tidy, and clear handovers.

Required skills & experience

Essential

1-2 years' experience in a helpdesk / IT support role (or strong equivalent).

Confident troubleshooting of Windows desktop issues, printers, and basic networking (IP/DNS/DHCP/Wi?Fi).

Microsoft 365 user support skills (Outlook, Teams, OneDrive basics).

Strong customer service and communication: able to explain technical issues clearly.

Good organisation and prioritisation in a ticket-based environment.

Willingness to travel to local client sites when required.

Desirable (nice to have)

Exposure to Active Directory (users/groups/GPO basics) and Windows Server fundamentals.

Familiarity with endpoint security/AV and patching tools.

Backup concepts and basic restore requests.

Experience with SMB networking equipment (e.g., UniFi or similar).

Experience using MSP ticketing/RMM tools (HaloPSA, Autotask, Freshservice, Zendesk, etc.).

Qualifications & training

Essential:

A relevant IT qualification, or demonstrable equivalent experience.

Desirable:

CompTIA A+ (or equivalent).

CompTIA Network+ or Microsoft Fundamentals (e.g., MS-900).

ITIL Foundation (helpful in an MSP environment).

Training support: Hive IT can support training and certification for the right person.

Personal attributes

Friendly, professional, and dependable.

Curious and methodical: enjoys troubleshooting and learning.

Takes ownership and communicates clearly.

Comfortable working in a small team where priorities can change quickly.

Working conditions

Hours: Typically Monday-Friday (e.g., 08:30-17:00) with a lunch break.

Location: Portsmouth area; mix of office/onsite/remote support as required.

Driving: A full UK driving licence and access to a vehicle (client visits).

Benefits (example -- amend to match Hive IT)

Company pension.

Holiday allowance (e.g., 25 days + bank holidays).

Training and certification support.

Paid mileage for client site travel (where applicable).

Opportunity to grow into 2nd line, projects, or specialist areas.

Compliance

Must be eligible to work in the UK.

Role involves handling client data; following security policies and GDPR requirements.

Any background checks required will be proportionate to the role and client needs.

Job Types: Full-time, Permanent

Pay: 27,500.00 per year

Benefits:

Company pension Free flu jabs
Work Location: In person