About the Role

We're looking for a motivated Helpdesk & Level 1 Support Technician to join a growing managed services team. This role is the first point of contact for clients, providing responsive remote and on-site technical support. You'll handle a mix of troubleshooting, system administration, and customer communication - ensuring each interaction is professional, friendly, and solution-focused.

Key Responsibilities

Respond promptly to support calls, chats, and tickets.

Diagnose and resolve Level 1 issues across workstations, Microsoft 365, VoIP, and networking.

Escalate complex issues with clear documentation.

Configure and repair Windows workstations and laptops.

Manage Microsoft 365 accounts, licenses, and mailbox settings.

Support VoIP / 3CX setup and provisioning.

Perform backups and restores using tools such as Acronis.

Maintain accurate asset and user records in service management systems.

Record time entries and maintain service quality standards.

Skills & Experience

1-2 years' experience in IT support or an MSP environment (or strong tech aptitude from a customer-service role).

Sound knowledge of Microsoft 365, Windows 10/11, and Outlook configuration.

Basic understanding of networking and VoIP fundamentals.

Experience with WHMCS or similar billing/order platforms.

Strong communication and organisational skills.

Financial awareness and accountability for billable time.

Personal Attributes

Professional, reliable, and customer-focused.

Calm under pressure with a proactive, problem-solving mindset.

Eager to learn and develop technical capability.

Team-oriented with strong attention to detail.

Requirements

1-2 years' experience in IT support or customer service.

Current Driver's Licence (for on-site visits).

Police Clearance (or ability to obtain).

Desirable Certifications

Microsoft 365 or Azure Fundamentals (AZ-900 / MS-900).

3CX or VoIP certification.

Acronis or backup vendor training.

ConnectWise or N-Able RMM experience.

Why Join

Supportive, close-knit team culture.

Ongoing learning and certification opportunities.

Clear career pathway into Level 2 or specialist roles.

Recognition for reliability, professionalism, and customer care.