Job Description

We are looking for a technically strong, people-centric Modern Workplace consultant to join our Service Desk team. This role blends advanced IT support responsibilities with proactive customer engagement. You will serve as a trusted technical resource during client interactions, helping shape solutions and demonstrate the real value of our services.

The ideal candidate brings hands-on expertise in troubleshooting and supporting complex IT environments while being confident in presenting technical information to non-technical stakeholders.

Key Responsibilities

Provide 2nd and 3rd line support across our customer base, resolving escalated tickets and incidents Own technical troubleshooting for servers, networks, security, cloud services, and business-critical applications Participate in QBRs, project meetings, and roadmap planning sessions as the technical authority Collaborate closely with Account Managers and Project Leads to translate business needs into technical solutions Support scoping, design, and documentation for new technology projects and service enhancements Help identify upsell or improvement opportunities based on customers' current estate and future goals Contribute to continuous improvement within the Service Desk: automation, documentation, and best practices Ensure alignment with service level targets and deliver an exceptional customer experience

Skills & Experience

Strong background in 2nd or 3rd line support within an MSP or complex IT environment Demonstrable knowledge of Microsoft 365, Windows Server, Active Directory, networking (Firewalls, VLANs, VPN), and backup/security solutions Knowledge of Intune device configuration, compliance, and app deployments Knowledge of Conditional Access policies (CAP) + Entra ID governance Knowledge of Purview compliance features (DLP, eDiscovery, sensitivity labels) Comfortable leading technical discussions in customer meetings Ability to simplify complex technical concepts to guide smart business decisions Experience contributing to IT project delivery is a plus Strong communication, relationship-building, and problem-solving skills
Job Types: Full-time, Permanent

Pay: 24,420.00-31,089.22 per year

Benefits:

Additional leave Company events Company pension Employee discount Free parking On-site parking Sick pay
Ability to commute/relocate:

Llanelli SA14 6RB: reliably commute or plan to relocate before starting work (required)
Experience:

IT Support: 2 years (required)
Licence/Certification:

Drivers License (required)
Work authorisation:

United Kingdom (required)
Location:

Llanelli SA14 6RB (required)
Work Location: In person