Overview
This is a technical role with customer service at the heart of everything we do. As the first point of contact for our customers' technical issues and requests, you'll play a key role in delivering a positive support experience. Strong customer service skills, combined with a solid technical aptitude, will be essential to your success and the continued success of the business.
The role primarily focuses on resolving workstation, printer, and software issues across our diverse customer base. You'll be part of a collaborative End User Support team, working closely with our 2nd Line and Remote Site Support Engineers to provide effective solutions.
You'll also have the opportunity to work alongside a wider IT department that includes Cloud & Infrastructure, Network & Unified Communications, Security Operations Centre (SOC), and Customer Delivery teams. This provides excellent opportunities for learning, development, and career progression.
Core Responsibilities:
- Log, triage, troubleshoot, diagnose & resolve customers technical queries.
- Escalate to 2nd Line where necessary
- A willingness to develop your skills.
- Build positive customer relationships through exceptional service.
- Create & maintain documentation on customer
- Meeting Service Level Agreements & deadlines.
- Providing regular ticket updates to your customer
- Support at customer meetings where necessary.
- Identifying improvement activities across customer estates.
- Flexible approach to shift working.
- Any other duties reasonably required by your line manager.
Requirements
1-3 years’ experience in a 1st Line role, within an MSP is highly desirable.
IT knowledge of:
- Windows OS (client & server)
- Active Directory/Entra & Group Policy management
- Office 365, including Teams & SharePoint administration
- TCP/IP & network troubleshooting, including VPN
Excellent customer service & communication skills (written & verbal).
Ability to own workload & rapidly reprioritise based on incoming customer demand.
Proactive attitude with a desire to develop professionally.
Problem solver with a logical approach to troubleshooting faults.
Qualified in, or working towards, Microsoft or Cisco certifications.
Pay Band
£26,000 - £28,000 depending on skills and experience.
Employee Benefits:
- A clearly defined training and progression plan
- 27 days annual leave
- Your birthday off work
- Annual pay reviews
- Hybrid/flexible working (3 days office/2 days home)
- Enhanced sick pay benefit (4 months full pay)
- Enhanced maternity leave benefit (4 months full pay)
- Enhanced paternity leave benefit (2 weeks full pay)
- Salary Sacrifice pension scheme match funded by the company up to 7%
- Salary sacrifice schemes - Cycle to Work, Tech & Home
- Electric Car Lease Scheme
- Perkbox membership and Costco card
- Virtual GP and Physiotherapy Service
- Fresh fruit, snacks, soft drinks and a commercial coffee machine provided
Who are ITPS?
We’re experts in solving complex business problems through intelligent and secure IT implementation that protects and transforms organisations, helping them to grow. We embrace innovation and drive change, bringing new ideas, new technologies and new ways of thinking as a trusted IT partner.
With 26 years of experience, we partner with companies across the public and private sector to deliver data centre, cyber security, cloud, data and analytics, network services and managed services solutions.
Our highly accredited and experienced engineering teams combined with our strategic relationships with partners such as Microsoft and Cisco, mean that our customers trust us to simplify the complexity of IT and deliver benefits that make them more agile, competitive and resilient. Our vision is a world in which technology makes lives easier, society fairer and our planet greener.
Pay: £26,000.00-£28,000.00 per year
Work Location: In person
