Join Our Team as a Junior IT support engineer (MSP)

We are a values-driven IT Managed Service Provider, dedicated to supporting small and medium-sized businesses with exceptional IT solutions and client care. We are building a vibrant, collaborative team that thrives on innovation, commitment, and supporting our clients' success.

Why Work with Us?

Culture and Values - Be part of a supportive, team-oriented work environment.

Career Growth - We provide training, certifications, and growth opportunities.

Flexible Work - Enjoy a flexible work environment with remote options.

Impactful Role - Work with the latest technology and make a real difference for our clients.

Recognition and Rewards - Regular company events and recognition for your achievements.

Supportive Management - Open-door policy for direct access to senior management.

Structured Onboarding - Comprehensive onboarding and support as you join.

The role:

We are looking for a junior technician with customer service experience to join our growing technical team. In this role you will be the first point of contact, performing troubleshooting and triage of incoming requests and working inside our SLAs to deliver quality support to our diverse client base.

Key Responsibilities:

• As the first point of client contact, deliver outstanding first-level customer support for client contacts, principally by phone and email with onsite requirements on an as needs basis.

• Log all customer requests as tickets into our PSA tool (AutoTask) to ensure that all issues and requests are captured, categorised, and prioritised

• Maintain ownership of tickets, following our internal processes for ticket handling and ensure appropriate levels of customer communication are provided

• Attempt to resolve the issue or request at the first point of contact, and when not possible, follow procedure to escalate the ticket to the next level of support

• Perform remote and onsite troubleshooting, gather and analyse information and use diagnostic techniques to triage the issue or request, or to determine and implement the best solution with the client’s needs in mind.

• Leverage the centralised knowledge base to ensure consistent, repeatable, and accurate outcomes across all processes and interactions.

• Help create and update knowledge articles in the Knowledge Management System when the need is identified

Ideal skills and experience

Excellent communication skills

Experience using a Ticketing system

Experience in customer service

Industry certificate or equivalent training.

A desire to grow your skillset, learn and use initiative

Favourable experience

Office 365

Windows Desktop Operating systems

Unifi Network Stack

VOIP experience