About Simtech IT
Simtech IT is a growing managed IT and cybersecurity provider based in Hereford.
We support small and growing organisations across Herefordshire, England and Wales, helping them manage their technology, strengthen cybersecurity and make better long-term IT decisions.
Our services include managed IT support, Microsoft 365 administration, endpoint security, monitoring, backup, technical planning, Cyber Essentials support and wider cybersecurity improvement.
We aim to provide more than a traditional IT helpdesk. Our team works closely with customers to understand their businesses, maintain appropriate technical standards and identify risks before they become serious problems.
As we continue to grow, we are looking for an experienced IT Technician who can provide high-quality technical support while also taking responsibility for technical alignment across an assigned group of customers.
The role
This is a varied role combining senior-level IT support, customer site visits, technical alignment and cybersecurity improvement.
You will investigate and resolve technical issues, maintain customer environments and help ensure that agreed technology and security standards are being consistently applied.
You will also operate in a Technical Alignment Manager, or TAM, capacity. This involves regularly reviewing customer environments, identifying technical risks, documenting recommendations and working with colleagues to ensure that necessary improvements are planned and completed.
The successful candidate will also help customers prepare for and maintain Cyber Essentials certification.
This role would suit an experienced IT professional who enjoys solving technical problems but also wants greater responsibility for customer relationships, technical standards and proactive improvement.
Key responsibilitiesTechnical support and service delivery
- Provide remote and on-site technical support to managed IT customers.
- Investigate and resolve hardware, software, network and Microsoft 365 issues.
- Support Windows desktops, laptops, servers and associated business systems.
- Install, configure and maintain computers, networking equipment and Microsoft 365 services.
- Manage user accounts, permissions, devices and security settings.
- Escalate complex or high-risk issues appropriately.
- Maintain accurate ticket notes, documentation and customer records.
- Assist with customer onboarding, migrations, installations and technical projects.
- Attend customer sites when remote resolution is not practical.
Technical alignment and customer oversight
- Act as Technical Alignment Manager for an assigned group of customers.
- Carry out scheduled reviews of customer IT environments.
- Assess customers against Simtech’s technical and cybersecurity standards.
- Identify unsupported systems, configuration weaknesses, security risks and areas requiring improvement.
- Produce clear technical findings and practical recommendations.
- Maintain customer technology documentation and asset information.
- Work with the wider team to ensure agreed actions are assigned and completed.
- Support customer technology reviews by providing accurate technical information.
- Help customers understand upcoming risks, replacements and investment requirements.
- Build trusted, professional relationships with customer contacts and senior managers.
Cyber Essentials support
- Help organisations prepare for Cyber Essentials and Cyber Essentials Plus.
- Review devices, software, user access, firewalls, security settings and patching arrangements.
- Identify gaps against Cyber Essentials requirements.
- Help customers gather the information required for their assessment.
- Implement or coordinate technical changes needed to improve compliance.
- Explain requirements clearly to non-technical customer contacts.
- Support customers in maintaining appropriate controls following certification.
Essential experience and qualifications
Applicants must have:
- A minimum of four years’ professional experience working in an IT support, managed services or similar technical role.
- A full, clean UK driving licence.
- A current or previously achieved Microsoft or CompTIA certification.
- Strong practical experience supporting Microsoft 365.
- Strong experience supporting Windows desktop environments.
- Experience troubleshooting hardware, software, networking and user-access issues.
- Experience providing remote and on-site customer support.
- The ability to manage technical issues independently and take ownership through to resolution.
- Strong written and verbal communication skills.
- The ability to explain technical risks and recommendations to non-technical people.
- Good organisational skills and attention to detail.
- The ability to produce clear ticket notes and technical documentation.
Desirable experience
Experience in any of the following would be beneficial:
- Working for a managed service provider or outsourced IT company.
- Acting as a Technical Alignment Manager, Technical Account Manager or senior customer-facing technician.
- Cyber Essentials or Cyber Essentials Plus.
- Microsoft Intune and device management.
- Microsoft Entra ID and identity management.
- Multi-factor authentication and conditional access.
- Microsoft Defender or other endpoint detection and response platforms.
- Remote monitoring and management platforms.
- Professional services automation or ticketing systems.
- Microsoft 365 migrations.
- Windows Server, Active Directory and Group Policy.
- Networking, firewalls, switches and wireless infrastructure.
- Backup and disaster recovery systems.
- Technology roadmaps, asset lifecycle planning or customer IT reviews.
The person we are looking for
You will be comfortable working both independently and as part of a small technical team.
You should be naturally proactive and able to look beyond the immediate support ticket. We want someone who notices recurring problems, identifies underlying risks and recommends practical improvements.
You will be confident speaking with customers, including business owners and senior managers, and capable of balancing strong technical judgement with clear, straightforward communication.
You should also be:
- Dependable and professional.
- Customer-focused without losing sight of technical standards.
- Calm and methodical when handling problems.
- Comfortable taking ownership and making decisions.
- Willing to challenge poor practices constructively.
- Interested in cybersecurity and continuous professional development.
- Able to prioritise effectively when managing competing demands.
What we offer
- A varied role with both technical and customer-facing responsibility.
- The opportunity to influence how customer environments are managed and improved.
- Exposure to managed IT, Microsoft 365, cybersecurity and Cyber Essentials projects.
- Support for relevant training and professional development.
- A friendly, experienced and growing team.
- The opportunity to develop into a senior technical, consulting or technology leadership position.
- Company equipment and access to the systems required to perform the role.
- Mileage or company travel arrangements for authorised customer visits.
- Bonus scheme
- Company pension
Application process
Please apply with an up-to-date CV and a brief covering statement explaining:
- Your current or most recent IT role.
- Your relevant technical experience.
- The Microsoft or CompTIA certifications you hold.
- Your experience of working directly with business customers.
- Any experience you have with Cyber Essentials, technical alignment or proactive IT reviews.
Applicants must have the right to work in the United Kingdom and hold a full, clean UK driving licence.
Pay: £26,000.00-£30,000.00 per year
Work Location: In person
