Responsibilities
- Manage personal workload including ticket intake, prioritization, and resolution tracking.
- Follow established procedures and meet defined service level and operational level agreements.
- Identify recurring technical issues and escalate patterns for further analysis.
- Take ownership of customer interactions to ensure positive service outcomes.
- Maintain clear, consistent communication with clients and internal teams throughout the support lifecycle.
- Stay informed about current IT developments, system changes, and emerging technologies relevant to client environments.
- Accurately document all customer interactions, including calls, emails, and site visits, within support tickets.
- Build and sustain productive relationships with coworkers and customers.
- Commit to ongoing learning and skill development to adapt to evolving technical challenges and responsibilities.
- Assist other service desk functions as needed to support overall team performance.
- Travel to client locations for scheduled visits, incident response, and on-site technical support as required.
- Provide professional, courteous guidance to clients on supported software and computing systems.
Requirements
- Proven experience in first-line IT technical support with customer-facing responsibilities.
- Familiarity with service level agreement processes and timelines.
- Strong customer engagement skills across all organizational levels, from staff to executives.
- Demonstrated ability to perform effectively in a high-pressure, fast-moving support environment.
- Working knowledge of Microsoft Office and Office 365 applications.
- Experience with audiovisual (AV) products and systems.
- Understanding of wide area networks, local area networks, and wireless networking (WLAN).
- Knowledge of ADSL connectivity and configurations.
- Familiarity with Windows desktop operating systems from Windows 7 onward.
- Familiarity with Windows Server operating systems from Server 2003 onward.
- Knowledge of firewall systems including Sonicwall and Cisco platforms.
- Understanding of virtualization technologies such as VMware and Hyper-V.
- Working knowledge of Active Directory services and functions.
- Basic understanding of storage area networks (SAN).
- Fundamental knowledge of DHCP and DNS protocols.
- Valid UK driving license required for site visits.
Nice to Have
- Experience troubleshooting network infrastructure devices such as firewalls, switches, and controllers.
- Familiarity with Mac OS operating systems.
- Experience with Microsoft Intune for device management.
- Knowledge of backup solutions including Veeam.
- Experience with mobile device management platforms.
- Understanding of FSMO roles in Active Directory.
- Knowledge of VLAN configuration and use.
- Experience using ServiceNow for service management.
Benefits
- Enrollment in a company pension plan with employer-matching contributions.
- Access to a company perks and discounts platform.
- Provision of private medical insurance coverage.
- Life insurance benefit included.
- 25 days paid vacation annually, plus statutory holidays and holiday trading options.
- Paid day off for employee birthdays.
- Membership in a health club and wellbeing support program.
- Eligibility for company share ownership after 12 months of employment.
- Access to an employee assistance program for personal support.
- Opportunities for technical training and e-learning through an internal academy.
- Hybrid working model supporting remote and on-site flexibility.
Work Arrangement
Remote (City/Region)
Team
Reports to Front Line Services Manager
Other
- This position requires a successful enhanced DBS check.
- The role is home-based but includes travel to customer sites within commuting distance of Macclesfield.
- Employment type: Permanent.
