Job Description

About Vigo IT Solutions

Vigo IT Solutions is a Managed Services Provider (MSP) with an HQ in the centre of Birkenhead in Wirral and a base in Anglesey. Founded in 2008, we work with clients across Merseyside, North Wales and other areas. We provide a variety of services such as:

o IT Managed Services

o System Installations

o CCTV and Door Access Systems

o Cyber Security

o Office 365

o Internet

o Telecoms

o SharePoint

Vigo has an enviable reputation for delivering quality projects, IT support, and excellent customer service. We pride ourselves on retaining the vast majority of our clients and our staff. To further strengthen our service offer, we are now looking for a person who can deliver brilliant IT support to our clients, both remotely and at client sites.

Purpose of the Role

We're on the hunt for an experienced Technical Support or IT Service Desk Analyst who's got the perfect mix of tech wizardry, customer charm, and a knack for thinking on their feet. You'll be the friendly face and voice of Vigo, helping clients solve tech hiccups, keeping their systems running smoothly, and sprinkling a bit of fun along the way. If you love diving into IT challenges -both remote and at client sites, chatting with clients, and thriving in a happy team, this is your chance to shine!

What You'll be Doing

- Tech Heroics: Tackling 1st and perhaps 2nd line (depending on your experience) tech issues like a pro - from fixing laptops and servers to sorting out software and network gremlins.

- On-the-Go Support: Hit the road to provide mobile IT support at client sites across the region, delivering hands-on fixes, installations and upgrades with your signature Vigo charm.

- Client Love: Wowing our clients with friendly, upbeat support via phone, email, ticketing or site visits, turning tech woes into wins.

- Problem-Solving: Thinking fast, digging deep, and solving tricky IT puzzles independently, escalating promptly when you're out of ideas.

- Keeping It Smooth: Helping with system updates, patches, and monitoring to keep everything running like a dream.

- Storytelling: Logging every tech adventure in our ticketing system and adding your journey to our knowledgebase to keep it epic.

- User Assistance: Guiding clients with tips and tricks to make their tech life easier and more productive.

- Team Vibes: Jumping into team shares, being generous with your knowledge and ideas, and helping with cool projects like system rollouts or IT upgrades.

- Making It Better: Spotting ways to up our service desk game and sharing your bright ideas to keep us awesome.

Your Skills and Experience

- At least a years' experience in an IT service desk or tech support role, and at least some experience of solving tech issues on devices at client sites.

- Experience with Remote Management and ticketing

- Tech Know How:

o Ace at troubleshooting Windows and ideally, can handle some macOS systems.

o Comfy with tools like Microsoft Office 365, Active Directory, VPNs, and basic networking (TCP/IP, DNS, DHCP).

o Got a grip on IT security basics and hopefully some cloud know-how (Azure, AWS anyone?).

- People Skills: A natural at chatting, listening, and making clients feel like VIPs with your top-tier customer service.

- Keep It Simple: Able to write clearly and explain gnarly tech issues to clients in Plain English.

- Brain Power: A creative, independent thinker who loves cracking problems and doesn't panic under pressure.

- Team Spirit: A collaborator who loves bouncing ideas around but can also fly solo when needed.

- Organisation: Juggle tasks like a pro in our fast-paced but fun environment.

- Responder: Quick to adapt when things get lively.

- Passionate: About learning, growing, and having a laugh along the way.

- Keep Movin': You'll need a full UK driving licence for the mobile jobs.

Bonus Points for:

- IT certs like CompTIA A+, Network+, ITIL Foundation or ISO 27001 are awesome.

- A bit of SQL, scripting, or API know-how for tackling bespoke apps.

- Familiarity with ITIL or other service management frameworks.

- Supporting clients from solo entrepreneurs to big teams.

Additional Info

o You'll be based at our HQ in Birkenhead

o Our working week is 37.5 hours

o Salary is negotiable depending on experience, but in the range 26,000 - 31,000

o 8% employer pension and private healthcare after qualifying period

o 20 days leave plus statutory holidays. You'll get an extra 5 days' annual leave after a year's service, and your birthday off.

We have a legal responsibility to ensure that you have the Right to Work in the UK before you can start working for us. If you do not have the Right to Work in the UK already, any offer of employment will be conditional upon you gaining it.

We are a committed Armed Forces Covenant employer, and we will ensure that no reservist is disadvantaged in our workplace by offering 5 additional leave days to carry out their duties.

We support the employment of veterans, recognising military skills and qualifications in our recruitment and selection process, and we will support any employees who are volunteers in military cadet organisations by granting additional leave to attend training courses.

Job Type: Full-time

Pay: 26,000.00-31,000.00 per year

Benefits:

Company pension On-site parking
Ability to commute/relocate:

Merseyside CH41 6EY: reliably commute or plan to relocate before starting work (required)
Experience:

IT support: 1 year (required)
Work Location: In person

Application deadline: 22/08/2025
Reference ID: VigoSD4