Job Description

Location:

On-Site at our Castle Donington Office - 5 days per week

Job Type:

Full-Time

Reports To:

Head of Client Services

About the Role

We are seeking a proactive and technically skilled Senior Helpdesk Technician to join our fast-paced Modern Work team. This role is ideal for someone with a strong background in IT support, particularly within MSP environments, who thrives on resolving complex technical issues and delivering exceptional service.

Key Responsibilities

Working on 2nd line tickets, owning until resolution. Act as an escalation point for the Helpdesk Technicians, resolving complex technical issues across a wide range of technologies. Taking first calls from clients and owning tickets through to resolution where needed. Troubleshoot and resolve networking issues (LAN/WAN, DNS, DHCP, VPN, firewalls). Provide support for Microsoft Azure environments, including identity, virtual machines, and networking. Provide support for on-site Windows Server environments. Dispatch and manage support tickets effectively using the service desk platform, ensuring timely updates and resolution where needed. Liaise with third-party vendors and service providers as needed. Maintain accurate documentation of systems, processes, and resolutions. Perform file and site recoveries using backup and disaster recovery solutions. Carry out on-site support tasks when needed. OptionalOut of Hours scheduled work.

Required Skills & Experience

Minimum 2 years' experience

in a 2nd line support role within an MSP environment supporting SMB's. Strong knowledge of Windows Server, Active Directory, Group Policy, and Office 365 administration. Experience with Microsoft Azure (IaaS, PaaS, networking, identity). Solid understanding of networking fundamentals and troubleshooting (TCP/IP, VLANs, routing, firewalls). Experience with remote monitoring and management (RMM) tools. Familiarity with cyber security best practices and incident response. Comfortable working in high-pressure, fast-paced environments. Excellent communication and customer service skills. Desirable knowledge of Mac O/S.

What would your day look like

50% of your time working on more complex tickets.

30% providing escalation support on tickets, either taking on and owning or working with the team to tackle together.

10% carrying out ticket reviews and supporting team including dispatch.

Whilst not frequent, there may be occasions where we need to attend site for troubleshooting works so there will be the occasional requirement to go on-site for either scheduled works or critical incident responses.

Certifications (Required)

Microsoft MS-900: Microsoft 365 Fundamentals

Microsoft AZ-900: Azure Fundamentals

Desirable Qualifications

Additional Microsoft certifications (e.g., AZ-104, MS-102). Experience with backup and disaster recovery solutions. Familiarity with PSA tools.

Additional Information

On-site work

may be required depending on client needs. Must hold a valid UK driving license and have access to a vehicle. Must be eligible to work in the UK.
Job Types: Full-time, Permanent

Pay: 28,000.00-30,000.00 per year

Benefits:

Casual dress Company pension Free parking Life insurance On-site parking Private medical insurance Sick pay Unlimited paid holidays
Experience:

supporting SMB's at an MSP: 2 years (required)
Work Location: In person